Customer Care Team Leader

To manage the contact center agents and teams to ensure the operations process runs smoothly and as planned in order to resolve any customers compliments and enhance their satisfaction within the organization policy and procedures

To ensure desired customer delight by providing a satisfactory response to customer interaction Enhance the agreed targets and KPIsManage Customer Interactions through ticketing Chats amp Non-Live cases amp outbound voice contact through his her team for the various services Embody the spirit of excellence through team building leadership people management skills

Identify areas of concern and under-performance in order to take corrective measures

Foster team member development through motivation and ensuring career advancements Provide hands-on assistance share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring Evolve more effective work process for improving customer interactions Constantly monitor amp review performance metrics to ensure the achievement of objectives To interface with respective work centers for the resolution of complaints Track amp ensure closure of complaints and agents behavior Handle Contact Center operations effectively to ensure constant performance achievements Identify relevant training needs of agents amp ensure effective implementation Effectively manage team operations Constantly login an take an agent role to update himself on customers needs

Manage his her team quality through listening on a constant basis to the historical and live customer interactions Interface with IT HR Training Quality Collate data amp generate MIS report Handled all kinds of escalations on higher levels presented by clients and ensured resolving all kinds of complaints and client s satisfaction Responsible for monthly coaching for all his her team members to deliver the monthly performance review form on time Monitor and report his her team performance attendance and quality and report the low performers to the CC manager and HRBP Follow all relevant policies procedures and processes in order for the daily work to be carried out in a controlled and consistent manner Contribute to the identification of opportunities for continuous improvement of processes practices work processes cost effectiveness and productivity enhancement Promote to other employees within the organization the implementation and adherence to policies procedures processes and instructions Follow daily operations relating to the job to ensure work continuity Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements objectives and standards Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner Participate in the identification and recruitment of key talents for their respective Department Manage guide and assist direct reports to perform their functional operations in accordance with set policies and procedures Set performance objectives provide necessary support evaluate appraise the team and provide regular feedback on performance Uphold a high-performance working environment and promote the Organization s Values

2-3 years of relevant experience Good communication Skills.

Bachelor Degree in a relevant field is required Master s degree in a relevant field is preferred