Team Lead - Customer Service

Job description

• Team Management : Leading and supporting a team of 20 members, motivating them to achieve targets.
• Shift and Attendance Management : Willing to work 24/7 shifts with rotational week offs. Prepare schedules and ensure the advisors attendance is marked daily.
• Compliance and Monitoring : Ensuring agents adhere to log-in, logout, and break schedules. Monitoring calls and providing coaching and feedback to ensure excellent customer service and experience are delivered on every call.
• Problem Solving : Working closely with team members to resolve customer issues as a Team Leader in Howrah. Acting as a point of contact for resolving escalations, inquiries, and complaints from both external and internal customers.
• Operational Management : Managing day-to-day operations to meet required service levels, quality, and productivity. Maintaining SLA targets monthly to achieve desired KPIs, including managing absenteeism and attrition within the team.
• Policy Implementation : Ensuring all company policies and procedures are implemented consistently and fairly.