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
Job tags
Salary
