About the role
About the Role
We are seeking an experienced Team Leader to lead, coach, and develop a customer service team while ensuring high performance, service quality, and customer satisfaction.
Responsibilities:
Team Management:
- Work closely with the team, motivating and coaching them.
- Host 1-2-1s and team meetings.
- Ensure training and development plans are maintained for all team members.
- Lead and inspire a team of sales agents to deliver excellent levels of individual and team performance and customer satisfaction.
Operational Oversight:
- Manage day-to-day line activities and priorities and make risk/impact assessments within existing processes and procedures toward achieving SLAs.
- Report to the Customer Service Manager.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
Performance and Culture:
- Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
- Support the Head of Sales to deliver business targets and objectives and create a performance-oriented culture.
Continuous Improvement:
- Keep up to date with business development and new product lines.
- Keep up to date with industry changes affecting the business and relay this knowledge to the team.
- Work with the management team to identify and deliver positive changes and business efficiencies.
- Support the Operations Manager to highlight operational risks and areas for improvement.
- Support the Senior Manager to highlight operational risks and areas for improvement.
Budget and Target Management:
- Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
- Escalate appropriate problems to senior management.
Required Skills and Experience:
Experience:
- Team management experience.
- Minimum of 2 years’ experience within a contact center environment as a Team Manager.
- Experience within customer services.
Skills:
- Coaching and communication skills.
- Excellent leadership and communication skills.
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations.
- Energetic and motivating individual.
- Creative thinking.
Additional Information:
- This position requires working US shifts, so flexibility is essential.
- Location is based in Ahmedabad, India, with a requirement to work from the office.
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