Team Leader Customer Service

Job Description

Graduate with overall 3+yrs experience as team leader in a domestic/international contact
centre in an inbound process (preferably BFSI process) with a team size of at least 15
advisors.
Driving the Key Performance Indicators of the team, viz CSAT scores, Service Levels ,
Average Handling Time, Talk Times, Productivity, Absenteeism, Schedule Adherence, etc
Excellent communications skills – written and verbal for English language and only verbal for
Hindi language
Ensuring appropriate handling of escalations and judicious utilization of financial & non
financial authority for authorizing – reversals
? Team building & motivating assigned agents towards sustained achievement of performance
standards and Unit goals and ensuring minimal absenteeism, productivity leakages and
attrition
? Ensuring assigned team’s compliance to laid down processes and guidelines.
? Point of contact between Team and Management.
? Partner with Quality team to hold calibrations sessions
Ensure team as a whole exceeds all metrics, SLAs and benchmarks
? Ensures all customer queries on calls and emails are responded to within the defined TAT