Team Lead – Customer Service Representative

Job Summary

To lead and manage a team of CSRs allocated for the project. Ensure the team is read and prepared to handle customer calls, emails, Chat etc. and deliver expected quality of service.

Job Role s and Responsibilities

• Manage the team members in all aspects of the service delivery
• Ensure project updates are share with the team on timely manner
• Ensure Staff is meeting company policy and procedures
• Ensuring the Project targets and KPIs are met on daily basis.
• Interact with other teams to ensure smooth working of the project.
• Couch and counsel team members as and when required.
• Maintain project updates.
• Participate in meeting as and when required.
• Ensure CSRs attends work regularly
• Provide performance feedback to the team members.
• Maintain administrative details for the team.

Key Interactions

• Customers
• Team Leaders
• Client Focal Point
• Support Team ( Quaity ,WFM, etc )
• HR
• IT Team

Skill & Experience

• Knowledge of Contact center Terminology, Procedures and Practices will be an added advantage
• Excellent written and verbal communication.
• Solution focused and High problem solving skills
• Excellent time management and self-organizing
• Excellent Team management skills
• Experience with usage of MS Windows and MS office and related tools

Educational Qualification

Graduate in any field

Behavioral Skill

• Highly Empathetic
• Ability to work under pressure
• Flexible hours
• Patient, Motivated self-starter
• Excellent communication with the team
• Presentation and negotiation talent
• Displays positive professional outlook and behavior