Team Lead(Customer Support)

Role & responsibilities

• To engage customers approaching Yatra and resolved their escalations as per process.
• Maintain adherence to Key KPIs - Own and team, as per process guidelines.
• Maintain compliance with all company policies and procedures
• Operational Management: Managing the floor, adherence to schedule.
• Delivery of teams, service level components, quality and Compliance targets
• Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction
• Should be able to work under high work pressure and target delivery environment, while maintaining a positive attitude and providing exemplary customer service
• Recommendations for product and process development based on customer feedback and analysis of the same
• Analyze various reports including process dashboards & team performance reports.
• People Management through one on one session, including all HR related issues, as well as staff development.
• Manage Roster Adherence, attendance and attendance incentive for the team.
• Develop/implement action plans to achieve desired performance levels.
• Administrative coordination with Internal Departments and Vendor.