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

• Experience: Minimum 4 years of experience, including experience in telemarketing and managing customer service teams.
• Skills: Strong objection handling and problem-solving skills, ability to handle high-pressure situations, and exceptional organizational skills.
• Education: Bachelor's Degree or equivalent.
• Operational Knowledge: Familiarity with customer service metrics and tools for managing performance, such as CSAT, AHT, SLA, etc.