Team Leader - Customer Support (Voice Team)

Roles and Responsibilities

• Manage a team of customer support representatives to deliver exceptional service to clients. Candidate should be able to handle a team of 10-15 members.
• Collaborate with other departments to resolve complex issues and improve overall customer satisfaction.
• Must be a target-oriented leader, achieve the productivity target, maintain defined TAT in resolving queries, and should have good knowledge on quality attrition and shrinkage.
• Must have good hands-on Microsoft office tools.
• Driving daily target of the team.
• Driving the KRA for self as well as the team.
• Should have excellent communication.
• Analyze metrics such as AHT, Shrinkage, Attrition, Csat, Dsat, FCR, NPS etc. to identify areas for improvement.
• Conduct regular coaching sessions, provide feedback, and mentorship to team members.

Competencies

• Blend of technical skills, soft skills and experience.
• Strong communication, public speaking and coaching/mentoring/leadership abilities.
• Problem solving & time management skills, conflict resolution, etc.

Note : Candidate should have team handling experience for customer support agents in broking industry (mandatory).

Mail CVs on : [email removed]