Turiyam Consultancy is a young and vibrant team of experienced professionals to resolve any Human Resource issue. Founded in the year of 2014 with the sole objective to dedicate itself for quality service in Human Resource Sector, today, we are specialists in HR Staffing, training and development services, which provide skilled human resources at Top, Middle and Junior levels.

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<ul><li>Assisting&nbsp;in&nbsp;the daily&nbsp;operation&nbsp;of&nbsp;the&nbsp;call&nbsp;center&nbsp;to ensure KPI&rsquo;s&nbsp;are&nbsp;met&nbsp;and&nbsp;maintained in&nbsp;line with&nbsp;company defined objectives.</li><li>Recruitment&nbsp;planning&nbsp;Coaching&nbsp;and&nbsp;mentoring&nbsp;team&nbsp;leaders/managers&nbsp;while&nbsp;assisting&nbsp;in&nbsp;their&nbsp;training&nbsp;and development.</li><li>Calibrating&nbsp;across&nbsp;their&nbsp;TLs&nbsp;and&nbsp;other&nbsp;Team&nbsp;Managers&nbsp;on&nbsp;the&nbsp;floor&nbsp;to&nbsp;ensure&nbsp;service quality&nbsp;and&nbsp;weed&nbsp;out&nbsp;any&nbsp;inefficiencies&nbsp;or partialities.</li><li>Assisting&nbsp;in&nbsp;the&nbsp;development&nbsp;and&nbsp;implementation&nbsp;of&nbsp;projects&nbsp;to&nbsp;improve&nbsp;performance&nbsp;against&nbsp;targets.</li><li>Ensuring&nbsp;customer&nbsp;complaints&nbsp;are&nbsp;actioned&nbsp;and&nbsp;resolved&nbsp;as&nbsp;per&nbsp;service&nbsp;guidelines.</li><li>Clearly&nbsp;define&nbsp;responsibilities&nbsp;for&nbsp;all&nbsp;levels&nbsp;and&nbsp;develop&nbsp;key&nbsp;performance&nbsp;indicators/goals&nbsp;to&nbsp;ensure&nbsp;effective&nbsp;and&nbsp;efficient&nbsp;operation&nbsp;of the call&nbsp;center</li><li>Establish&nbsp;work&nbsp;procedures&nbsp;and&nbsp;processes&nbsp;that&nbsp;support&nbsp;company&nbsp;and&nbsp;departmental&nbsp;standards&nbsp;and&nbsp;strategic&nbsp;directives.</li><li>Continuously&nbsp;engage&nbsp;with&nbsp;other&nbsp;functions&nbsp;in&nbsp;the&nbsp;Organization&nbsp;to&nbsp;improve&nbsp;processes&nbsp;by&nbsp;eliminating&nbsp;gaps&nbsp;for better&nbsp;service&nbsp;delivery and an&nbsp;inclusive culture&nbsp;for&nbsp;the&nbsp;Call&nbsp;Center&nbsp;Team</li><li>Assist&nbsp;the&nbsp;Site&nbsp;Head&nbsp;in&nbsp;ensuring&nbsp;that&nbsp;a&nbsp;healthy,&nbsp;performance&nbsp;oriented&nbsp;and&nbsp;positive&nbsp;culture&nbsp;prevails&nbsp;in&nbsp;the&nbsp;Call&nbsp;Center.</li><li>Effectively&nbsp;manage&nbsp;customer&nbsp;escalations.&nbsp;Spear&nbsp;head&nbsp;Reward&nbsp;and&nbsp;recognition&nbsp;and&nbsp;other&nbsp;engagement&nbsp;activities&nbsp;at the&nbsp;Center</li><li>Undertaking regular one-to-one meetings, team meetings at various levels, training and&nbsp;counselling/coaching&nbsp;sessions&nbsp;for&nbsp;all&nbsp;direct&nbsp;reports,&nbsp;conducting&nbsp;regular&nbsp;performance&nbsp;appraisals&nbsp;and&nbsp;remuneration&nbsp;reviews.</li><li>Budgetary&nbsp;management.</li><li>Initiating and supporting all Service enhancement initiatives across the Org</li></ul>Required Skills<ul><li>Any&nbsp;full&nbsp;time&nbsp;Graduate&nbsp;/&nbsp;MBA</li><li>10+&nbsp;years&nbsp;of&nbsp;business&nbsp;experience&nbsp;in&nbsp;call&nbsp;center&nbsp;or&nbsp;like&nbsp;environment. Preferred&nbsp;4+&nbsp;year&nbsp;demonstrated&nbsp;leadership&nbsp;experience.&nbsp;Must&nbsp;have&nbsp;experience&nbsp;managing&nbsp;a&nbsp;stressful&nbsp;and&nbsp;ever&nbsp;changing&nbsp;environment.</li><li>Knowledge&nbsp;of&nbsp;CRM,&nbsp;dialer/RTQM.</li><li>Communicates&nbsp;clearly in&nbsp;verbal&nbsp;and&nbsp;written&nbsp;formats</li><li>Ability&nbsp;to&nbsp;set&nbsp;attainable&nbsp;goals</li><li>Clearly&nbsp;assigns&nbsp;responsibility/accountability&nbsp;for&nbsp;work</li><li>Good analytical skills (ability to read MIS and take real time action).</li></ul>Additional Information<ul><li>You will be leading 4-5 TL</li><li>You will be directly reporting to AVP- Customer Support</li><li>Age Criteria: 35-40 yrs max</li></ul>