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Customer Support Team Leader


Aeries Technology Group


Location

Bangalore | India


Job description

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Lead a team of 11 Customer Engagement Specialists who support our customers in using our products and set individual performance goals for team members; evaluate progress regularly

Role-model best practices by taking calls 2-3 hours per week, with new or struggling team members

Responsible for team performance including up-sell/cross-sell initiatives

Act as a real-time coach for team members on products and/or processes and handle customer escalations to resolution

Develop and coach team members in side-by-side and individual coaching sessions and proactively identify performance gaps

Work with Senior Leadership to develop and formally counsel employee performance and conduct team meetings to keep a pulse on the team s morale, concerns, etc.

Act as a Subject Matter Expert (SME) on products and agent job functions

Act as a mentor and a guide for team members

Maintain and build positive employee and customer relationships

Demonstrate ability to influence people and lead with integrity

Multi-task and make sound judgments in a fast-paced, high stress environment

Conduct team meetings to keep a pulse on the team s morale, concerns, etc.

Real-time operations and queue management

Responsible for completion of Quality Evaluations

Bi-monthly call calibration meetings

Skills Needed:

Ability to support any shift

Ability to successfully coach, and provide feedback to encourage and motivate individuals and team in both service and up-sell/cross-sell initiatives

Ability to communicate and interact effectively in a calm professional manner with all levels of the organization to include external customers

Possess strong organizational, time management and effective decision making skills

Must Have a 90% or better in attendance for the last three months

Strong understanding of Tier 1 processes and recommendations model

Must be an autonomous team player who learns quickly

Additional Requirements:

Must be in good standing in current position (no correctives)

Must be in current role for a minimum of 6 months

Ability to successfully develop, coach and support a new Senior Engagement Specialist

Previous management, leadership or supervisory experience

Must inform your current manager in the event you are scheduled for an in-person interview


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