Team Leader - Customer Service

For one of the TOP Online e-commerce company based out of Bangalore

Team Leader – Customer Service

Brief JD & Other Details:

2-3 years’ experience in customer service in the inbound process, preferably from an International process and minimum 2 year as team leader                                                                                                                                                                                                                

Key Responsibilities                     

·             Responsible for smooth and efficient day-to-operations within their team

·             The two objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.

·             Responsible to coach assigned Champions on observed areas for improvement with respect to product, process, soft skills and communication.

·             Should conduct analysis and drive initiatives to improve efficiency within team and CC overall

Metrics for performance measurement

Operational                                   

·             Should achieve ASA, AHT, Schedule Adherence, Attendance & Login hour’s target for the team.

Quality                                            

·             Ensure team achieves FCR, C–SAT & Quality monitoring targets.

People                                            

·             Responsible for employee morale, absenteeism & attrition.

Organizational / Strategic           

·             Should abide to company policies and display company’s core values. Align self to organizational goals.

Capabilities Expected                   

Educational Qualification             

·             Graduate (any stream) or Under graduate (minimum 12th grade)

Professional Experience              

·             Minimum 2+yrs of Team Leader experience in an International BPO/E-commerce or online retail industry.

Domain knowledge                      

·             Candidates from on-line retail, airline, BPO or hospitality background is preferred.

Personality traits                          

·             Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.

·             Ability to build rapport with others and create a team environment.

·             Strong communication, organizational, motivational and time management skills.

·             Ability to work flexible hours if necessary (all shifts).

·             Ability to audit calls and coach for performance.

·             Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines.

·             Comfortable in MS Office and computers.

Detailed job duties 

Operations

·             Facilitate day to day Operations

·             Take 2nd level escalated calls as floor supervisor

·             Take inbound calls for specified period in a month

·             Checking on call distribution and/or other operational road blocks and helping ease them for his/her Team

·             Keep a close track on FCR and critical call parameters like AHT, ATT, Idle time and quality scores & continuously review/coach agents on same

·             Maintain accurate and updated knowledge of all Company’s procedures and systems

·             Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary

·             Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information

·             Encourage and implement best practice across the team

·             Managing staff breaks

 People

·             Managing Team Performance

·             Effective monitoring of champions and providing instantaneous feedback on productivity issues where required

·             Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

·             Track and monitor break adherence and roster

·             Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations

·             Keep agent motivated to perform on deliverables and help them deal rejections and demands of Inbound/Outbound and E-mail process

·             Assist/support team members with personal development planning

·             Use the performance information to provide positive reinforcement of behavior or skill

·             Use information provided by the quality team to provide feedback to individual champion

·             Create development plans for champions geared to drive world class results

·             Develop and enhance a team based culture and actively encourage a cooperative work environment 

 Organizational

·             Support the management of other staff in the absence of team leaders

·             Provide assistance to other work units when required, particularly in the management of queues

·             Where required, support the management of checks/audits

·             Identify ways to improve skill issues that face the team as a whole, and action accordingly

·             Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches

 Reporting to: Customer Support Manager

 

If interested, pl write to s.saloni@addwiser.biz