Customer Support Team Lead

Roles and Responsibilities

• Be responsible for the team’s overall performance.
• Should have upselling Background.
• Take care of Attrition, Shrinkage, CSAT, Quality, FCR, NPS.
• Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
• Compile and publish reports on teams’ performance reports on set frequencies (Daily / Weekly / Monthly etc.).
• Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues / delays in completing the task.
• Provide the team with a vision of the process objectives.
• Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
• Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Facilitate problem solving and collaboration.
• Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.
• Focus on accelerating teams’ performance.