Process Optimization Lead - Customer Support

Key Responsibilities :

• Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets.
• Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
• Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them.
• Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
• Foster a positive and collaborative team environment, promoting open communication and teamwork among team members.
• Develop and implement procedures, policies, and guidelines to streamline operations and improve efficiency within the call centre.
• Analyze call centre data and trends to identify opportunities for process improvements and optimization.
• Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.
• Collaborate with other departments, including training, quality assurance, and IT, to ensure alignment and consistency in service delivery.
• Stay up-to-date with industry trends and best practices in call centre management and customer service.

Qualifications :

Note -This is a rotational shift & week offs

Preferred international voice or chat experience

Benefits :

Interested candidate can share their resume at rupali.devlekar.c@eclerx.com