TRANSFORMPLUS
Website:
transformplus.org
Job details:
Hi
We are looking for
Team Lead Operations -International
Role Summary:-
An experienced and highly motivated Team Lead to oversee Inbound Customer Support team. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.
Key Responsibilities:-
- Handle inbound customer queries and concerns through voice (85%) and email (15%) channels, ensuring prompt and effective resolution.
- Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
- Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
- Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
- Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
- Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
- Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
- Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.
- Contribute to the development and implementation of training programs for team members to enhance their skills and knowledge.
- Participate in process improvement initiatives, providing valuable insights and recommendations based on customer feedback and operational data
Criteria:-
- Graduate (any stream).
- Overall 5+ years includes 1+ year as Team Lead into BPO/Call Center
- Strong problem solving and analytical skills.
- Experience in a customer-facing role, preferably in a contact center or customer support environment.
- Knowledge of industry-specific products, services, and processes.
Shift: Rotational Shifts as per operational requirement.
Week Off: Sunday fixed 1 rotational off
If the above skill set aligns with your current experience, please share your updated resume at hr@transformplus.in
or Whatsapp me at 9892211899
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