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| Job Location | Navi Mumbai |
| Education | Not Mentioned |
| Salary | Rs 3.0 - 4.5 Lakh/Yr |
| Industry | BPO / Call Center |
| Functional Area | Customer Service (Domestic)Customer Service (International) |
| EmploymentType | Full-time |
Job TitleCustomer Service Team LeaderReports ToOperations Manager / Head Customer ExperienceRole PurposeTo manage the assigned team dealing with Social Media, Web Chat and E-mail by providing leadership and guidanceTo ensure provision of quality customer service in the CompanyKey ResponsibilitiesEnable staff to achieve their performance targets, identify training and development requirements, and manage disciplinary issuesProvide effective management of all escalated issues and continuous improvement of business processesDocument recommendations and ensure implementation leads to improved performanceProvide and implement an effective coaching methodology and process by understanding each CCRs performance drivers and helping them to implement new actions that improve their performanceTeam MotivationKey Performance IndicatorsCommunicate agreed performance standards and targetsMeasure individual performance against standards and targetsDesign action plans to close any performance gapsProvide monthly recommendations and demonstrate improvement in performance on statistical basisImplement performance investigations and disciplinary steps where necessaryDevelop creative coaching methodologyImplementing coaching plansEnsure all coaching documentation is updated and centrally accessibleEnsure that all relevant information of all staff members is fully updated on centralized foldersEnsure policies, procedures and processes are completely understood by all CSRsEnsure conformity to the policies, procedures and processesDevelop motivation plans for the team and contribute to the wider company plans to improve staff well beingAnalyze teams performance basis their login and logout time, productivity, efficiency, leaves management etc.Working on various reports such as agent performance, top queries, CSAT, Quality scoreEducation & ExperienceMinimum Bachelors degree from any streamAt least 4 years working experience in a customer service environment of which 1 year must have been in management or supervisory role or acting Team LeaderExcellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skillsProactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skillsMentoring/coaching skills/experienceExcellent interpersonal skillsLeadership skillTraining skillsProblem solving and decision-making skillsFlexible to work in rotational shiftsAvailable during holidays to manage crisis like situationShift Timing5 Days working ( any 5 days )US Shift
Keyskills :
workingexperience interpersonalskills sla webchat continuousimprovement socialmedia customerservice organizationskills quality sales reasoningskills creativecoaching chat email communicationskills customerrelations verbalcommunication csa