Customer Support Leader

- Resolving complaints in defined TAT and ensuring good CSAT ratings.

- Creating new SOP-s and processes and working on continuous improvement on lead management, order management, complaint handling etc. Enabling and developing customer centricity as the core principle within the team.

- Manage multiple projects and tasks while maintaining operational standards.

- Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment

- Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develop process or service improvements plans and recommend to Customer Service Manager.

- Promote an elevated customer experience by providing feedback, coaching, and training through consistent one-on-one coaching/meetings with direct reports.

- Maintain Quality Assurance expectations by reviewing and evaluating contacts, conducting individual coaching sessions, analysing reports and reacting to trends.

- Drive cross functional process improvements to support quality, productivity, cost goals and objectives.

- Work closely with the Training Manager to identify training gaps and recommend solutions to improve performance.

- Create and/or help administer contact centre activities that help promote a sales and service culture.

- Continually maintain working knowledge of all company products, services, and promotions. Run daily performance reports and maintain monthly scorecards. Leads projects within the team to achieve milestones and objectives

- Develops the team and then establish & monitors the processes which best utilize team talents for the purpose of meeting goals

- Regularly monitor ecommerce market places and generate more reviews on products.

- Should have handled and implemented CRM software in the previous stint.

Send your resume to

• Experience

  5 - 6 Years

• No. of Openings

  1

• Education

  Graduate

• Role

  Customer Support Leader

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office