Ideal Career Zone jobs - Team Lead

Post: Team Lead

Opening: 2 Heads required.

Shift Timing: Rotational shifts between 7:00 am to 11:00 pm.

Week off: Rotational off

Job Description:

·         Supervise and mentor a team of customer care executives, providing direction, support, and coaching.

·         Conduct regular one-on-one meetings, performance reviews, and training sessions to develop team skills and performance.

·         Oversee daily operations to ensure efficient and effective handling of customer inquiries, complaints, and feedback.

·         Monitor team performance, track key performance indicators (KPIs),and implement strategies for improvement.

·         Ensure adherence to company policies, procedures, and service level agreements (SLAs).

·         Handle escalated customer issues and complex inquiries, providing timely and effective resolutions.

·         Develop and implement customer service best practices to enhance overall customer experience.

·         Analyze customer feedback and trends to identify areas for improvement and drive continuous improvement initiatives.

·         Generate and review reports on team performance, customer satisfaction, and operational metrics.

·         Prepare and present reports to senior management on team performance, challenges, and opportunities.

Salary:

Rupees 16 thousands to 25 thousands per month (approx)

Experienced: with 5 to 7 years of minimum experience in telesales as team lead.