Team Leader - Customer Service

Key Responsibilities

• Manage Post-Sales Experience : Oversee the post-sales experience and service of premium members of Shaadi SELECT.
• Team Mentorship and Development : Mentor and develop the team to ensure continuous improvement and high performance.
• Shift Operations : Effectively manage shift operations, ensuring smooth transitions and efficient service delivery.
• Operational Metrics Management : Monitor and manage operational metrics such as CSAT, AHT, Shrinkage, Quality scores, and SLA compliance.
• Escalation Handling : Address and resolve customer escalation calls to ensure customer satisfaction.
• Customer Satisfaction Tracking : Track customer satisfaction and ensure the timely closure of complaints.
• Team Rapport Building : Build and maintain strong rapport with team stakeholders and manage team attrition.
• Process Improvement : Evolve and implement more effective work processes to improve customer interactions.
• Performance Monitoring : Constantly review performance metrics to ensure the achievement of team objectives.
• Contact Centre Operations : Manage Contact Centre operations to ensure constant performance achievements.
• Training Needs Identification : Identify relevant training needs for agents and ensure effective implementation of training.
• Cross-Department Collaboration : Interface with IT, HR, Training, and Quality departments to improve team performance.

Requirements

Skills Required

Avaya, Cisco, five9, Crm, Genesys