The Team Manager, Customer Support is formally responsible for the development of new Customer Service Representatives (CSRs). The Team Lead acts as the second-tier level support for the front-line Customer Support team. The Team Lead provides direction and support to CSRs with a goal of continually meeting and expanding the definition of world class customer service. The Team Lead provides guidance and direction in the development of training materials for CSRs. Under the direction of the Manager, Customer Support, the Team Lead will create and maintain a Customer Service Model and ensure established standards are maintained through coaching and Quality Assurance. The Team Lead partners with other ITA departments and key partners to remove barriers for our customers as well as the Customer Support team and works to continuously improve customer experience.

Requirements

• Assisting in the daily operation of the call center to ensure KPI’s are met and maintained in line with company defined objectives.
• Recruitment planning Coaching and mentoring team leaders/managers while assisting in their training and development.
• Calibrating across their TLs and other Team Managers on the floor to ensure service quality and weed out any inefficiencies or partialities.
• Assisting in the development and implementation of projects to improve performance against targets.
• Ensuring customer complaints are actioned and resolved as per service guidelines.
• Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call center
• Establish work procedures and processes that support company and departmental standards and strategic directives.
• Continuously engage with other functions in the Organization to improve processes by eliminating gaps for better service delivery and an inclusive culture for the Call Center Team
• Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in the Call Center.
• Effectively manage customer escalations. Spear head Reward and recognition and other engagement activities at the Center
• Undertaking regular one-to-one meetings, team meetings at various levels, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals and remuneration reviews.
• Budgetary management.
• Initiating and supporting all Service enhancement initiatives across the Org

Required Skills

• Any full time Graduate / MBA
• 10+ years of business experience in call center or like environment. Preferred 4+ year demonstrated leadership experience. Must have experience managing a stressful and ever changing environment.
• Knowledge of CRM, dialer/RTQM.
• Communicates clearly in verbal and written formats
• Ability to set attainable goals
• Clearly assigns responsibility/accountability for work
• Good analytical skills (ability to read MIS and take real time action).

Additional Information

• You will be leading 4-5 TL
• You will be directly reporting to AVP- Customer Support
• Age Criteria: 35-40 yrs max