Customer Service Team Lead

Role Title :
Team Leader – Customer Service

Role Purpose
The role of TL is to oversee the daily operations of the customer service team, focusing on achieving performance targets and enhancing customer satisfaction. This role involves leading and motivating team members, conducting training and coaching sessions, and analyzing performance metrics to drive continuous improvement. The Team Leader also collaborates with other departments to ensure seamless customer experience while ensuring compliance with health, safety, and corporate responsibility standards

Key Accountability Area
People Management
Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.
Effective Communication
Set and monitor clear performance goals and service standards.
Facilitate team meetings, ensure timely information sharing, and report potential customer losses.
Coaching and Performance Management
Conduct regular coaching and provide immediate feedback to drive customer satisfaction.
Analyse performance data and conduct annual appraisals, promoting accountability and service ownership.
Employee Development
Implement training and development plans to upskill employees.
Identify high-potential staff for leadership roles to support succession planning.
Customer Satisfaction & Retention
Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention.
Coach staff on customer feedback principles and ensure quality monitoring aligns with service expectations.
Resource Management
Optimize employee schedules to meet service levels, providing real-time feedback on staffing needs.
Report and resolve equipment issues promptly to maintain operational efficiency.
Corporate Responsibility and Health & Safety
Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations.
Customer Experience
Drive initiatives that enhance customer experience, modelling behaviours that deliver exceptional service in line with market trends.
Encourage adherence to best practices through continuous coaching and support.
Change Management

Reports to :  Zonal Customer Service Manager

No. of Reportees :  8 to 12 Direct reports of Customer service associates / executives

Qualification :  Graduate or Postgraduate in any field

Work Experience:

5 to 7 years of relevant experience in customer service within express logistics or a related industry with a minimum of 2 to 3 years of team handling experience

Technical

Competencies:

Performance Management
Ability to set, monitor, and evaluate key performance indicators (KPIs) for team members and overall service delivery.
Coaching and Development
Expertise in conducting effective coaching sessions and performance appraisals that focus on skill enhancement and customer satisfaction.
Communication Skills
Proficient in conveying information clearly and effectively across various channels, facilitating team discussions, and addressing service issues.
Data Analysis
Strong analytical skills to interpret performance data, customer feedback, and operational metrics to drive improvements.
Customer Relationship Management
Knowledge of customer service principles and practices, with the ability to foster strong relationships and address customer needs proactively.
Resource Optimization
Capability to manage schedules and resources efficiently to meet service levels and operational demands.
Health & Safety Compliance
Understanding of corporate responsibility, health, and safety standards, ensuring adherence in all operational aspects.

Behavioral Competencies
Leadership
Inspires and motivates the team, fostering a positive work environment that encourages collaboration and high performance.
Adaptability
Demonstrates flexibility in response to changing market conditions and operational challenges within the logistics sector.
Empathy
Shows genuine concern for employee and customer needs, promoting a culture of support and understanding.
Problem-Solving
Proactively identifies issues and implements effective solutions, ensuring continuous service improvement and customer satisfaction.
Accountability
Takes ownership of team performance and customer outcomes, encouraging team members to do the same.
Integrity
Upholds ethical standards and corporate values, promoting transparency and trust within the team and with customers.
Resilience
Maintains composure and effectiveness in high-pressure situations, encouraging the same in team members.

Interested candidate can share their resume on nishigandha.