Team Leader/ Supervisor- Customer Operations

Kande Technologies

Job Description:

staff Management and Coaching are Key Elements of the Role and the Role Holder Will Be Expected to Manage, Lead and Develop a Team of Agents

- Managing the Processing and Response to Incoming Chat and Emails in a Timely, Compliant and Customer Friendly Manner

- Working Closely with Colleagues and Qa Team to Identify Issues and Improve Service Performance.

- Monitor Day to Day Service Delivery and Quality Results

- Work Closely with the Uk Specialty Customer Success Team to Ensure Alignment of Action and Clarity of Understanding

- Identify Opportunity Structurally to Reduce Service Demand By Identifying Areas of 'friction' in Our Relationships with Our Customers

- Promote, Share and Build Awareness of Vulnerability Within the Ops Environment.

- Review and Interpret Operational Mi to Enable Sufficient Control to Be Maintained Over Operational Delivery & Provide Regular Updates to Management

- Review and Maintain Plans to Ensure Adequate of Operational Capacity to Ensure Cost Effective and Customer Satisfying Service.

- Routine, Timely and Thorough Review of Existing Procedural Documents, Working with Head of Process Management

- the Nature of the Role Means that the Role Holder Will Become Involved in Process Improvement Projects and other Activities Designed to Improve and Develop a Growing and Changing Business.

- It is Important Therefore that the Role Holder Can Display Solid Analytical Skills and the Capability to Work Constructively with Colleagues Both in India and the Uk.

technical Skills & Experience:

high Level of Fluency in Written and Spoken English

- Previous 1st Line Management Experience in a Service Environment

- Solid Planning Skills - Able to Manipulate Data to Provide Actionable Insights

- High Level of Influence - Able to Build Strong Sustainable Personal Relationships

- Bias for Action - Willing to Intervene Personally On Cases Where Required

- Emotionally Robust - Able to Deal Personally with the Most Complex,

Experience : 1 - 3 Years

No. of Openings : 10

Education : Professional Degree, Any Bachelor Degree

Role : Customer Associate

Industry Type : Recruitment Consulting / Staffing Services

Gender : [ Male / Female ]

Job Country : India