Customer Service Executive / Team lead

Job Description

As a Team Leader in the contact center, your role involves leading a team to ensure timely and accurate resolution of advisor and client queries on a daily basis. Your responsibilities include:- Coaching phone agents on performance improvement through various modes of communication such as e-mail, phone, and face-to-face interactions. This coaching covers policies, procedures, system knowledge, and customer service skills. You will handle questions and escalations from inbound calls, facilitate call-backs, and partner with Human Resources and functional leaders to create career progression and employee development plans.- Providing leadership guidance to motivate team members for performance enhancement. This involves conducting individual coaching and mentoring sessions, as well as leading team meetings and huddles to drive overall team improvement.- Conducting quality review functions for the team through real-time and recorded call monitoring, error checking, reporting, and validation. You will share quality results with team members, identify gaps, and organize training sessions to bridge those gaps. Additionally, you will serve as a mentor to provide feedback to agents for their professional development.- Coaching team members at all levels, focusing on developing underperformers and encouraging top performers. You will also support customer service-related process improvement projects, provide subject matter expertise, and assist less-experienced team members as needed.- Participating in business-driven projects and initiatives, understanding metrics, and addressing volume spikes and outlier issues. You will manage the teams daily work volumes and transactions accurately, meeting deadlines and following established policies and procedures.- Managing shrinkage and attrition within the team, while collaborating cross-functionally to enhance customer experience through optimized planning, staffing, performance management, quality, and training. These responsibilities reflect your crucial role in leading a contact center team to deliver exceptional service and drive continuous improvement in customer satisfaction. As a Team Leader in the contact center, your role involves leading a team to ensure timely and accurate resolution of advisor and client queries on a daily basis. Your responsibilities include:- Coaching phone agents on performance improvement through various modes of communication such as e-mail, phone, and face-to-face interactions. This coaching covers policies, procedures, system knowledge, and customer service skills. You will handle questions and escalations from inbound calls, facilitate call-backs, and partner with Human Resources and functional leaders to create career progression and employee development plans.- Providing leadership guidance to motivate team members for performance enhancement. This involves conducting individual coaching and mentoring sessions, as well as leading team meetings and huddles to drive overall team improvement.- Conducting quality review functions for the team through real-time and recorded call monitoring, error checking, reporting, and validation. You will share quality results with team members, identify gaps, and organize training sessions to bridge those gaps. Additionally, you will serve as a mentor to provide feedback to agents for their professional development.- Coaching team members at all levels, focusing on developing underperformers and encouraging top performers. You will also support customer service-related process improvement projects, provide subject matter expertise, and assist less-experienced team members as needed.- Participating in business-driven projects and initiatives, understanding metrics, and addressing volume spikes and outlier issues. You will manage the teams daily work volumes and transactions accurately, meeting deadlines and following established policies and procedures.- Managing shrinkage and attrition within the team, while collaborating cross-functionally to enhance customer experience through optimized planning, staffing, performance management, quality, and training. These responsibilities reflect your crucial role in leading a contact center team to deliver exceptional service and drive continuous improvement in customer satisfaction.

Keyskills :
LeadershipCoachingMentoringTrainingCustomer ServicePerformance ManagementProcess ImprovementMetrics AnalysisTeam Management