Customer Care Team Leader

Job Summary

Purpose

To manage the contact center agents and teams to ensure the operations process runs smoothly and as
planned in order to resolve any customers compliments and enhance their satisfaction within the organization
policy and procedures.

Key Accountability Areas

To ensure desired customer delight by providing a satisfactory response to customer interaction.
Enhance the agreed targets and KPIs
Manage Customer Interactions through ticketing Chats & Non-Live cases & outbound voice contact through his/her team for the various services.
Embody the spirit of excellence through team building leadership people management skills
Identify areas of concern and under-performance in order to take corrective measures
Foster team member development through motivation and ensuring career advancements.
Provide hands-on assistance share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring.
Evolve more effective work process for improving customer interactions.
Constantly monitor & review performance metrics to ensure the achievement of objectives.
To interface with respective work centers for the resolution of complaints.
Track & ensure closure of complaints and agents behavior.
Handle Contact Center operations effectively to ensure constant performance achievements.
Identify relevant training needs of agents & ensure effective implementation.
Effectively manage team operations.
Constantly login an take an agent role to update himself on customers needs
Manage his/her team quality through listening on a constant basis to the historical and live customer interactions.
Interface with IT/HR/ Training/Quality.
Collate data & generate MIS report.
Handled all kinds of escalations on higher levels presented by clients and ensured resolving all kinds of complaints and clients satisfaction
Responsible for monthly coaching for all his/her team members to deliver the monthly performance
review form on time.
Monitor and report his/her team performance attendance and quality and report the low performers to the CC manager and HRBP

Follow all relevant policies procedures and processes in order for the daily work to be carried out in a controlled and consistent manner
Contribute to the identification of opportunities for continuous improvement of processes practices work processes cost effectiveness and productivity enhancement
Promote to other employees within the organization the implementation and adherence to policies
procedures processes and instructions

Follow daily operations relating to the job to ensure work continuity
Contribute to preparing timely and accurate reports that concern the line of work to meet the
requirements objectives and standards
Ensure the satisfaction of both internal and external customers by addressing their needs in a
courteous and timely manner

Participate in the identification and recruitment of key talents for their respective Department
Manage guide and assist direct reports to perform their functional operations in accordance with set policies and procedures

Set performance objectives provide necessary support evaluate/appraise the team and provide
regular feedback on performance
Uphold a high-performance working environment and promote the Organizations Values

Qualifications :

Knowledge and Experience

2-3 years of relevant experience
Good communication Skills.

Education and Certifications

Bachelor Degree in a relevant field is required
Masters degree in a relevant field is preferred

Remote Work :

No

Employment Type :

Full-time

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