Contact Center - Team Leader  

         

Key Accountability 

• To ensure desired customer delight by providing satisfactory response to customer interaction. 
• Manage customer interactions through inbound & out bound voice contact through his / her team for the various services. 
• Evolve more effective work process for improving customer interactions. 
• Constantly monitor & review performance metrics for achievement of the objectives. 
• Manage resolution of billing queries / issues. 
• To track & ensure closure of complaints. 
• Identify relevant training needs of agents & ensure effective implementation. 
• Handling all escalated calls (supervisor calls). 
• Maintain discipline within the operations floor

Skills Required: 

• Excellent communication skills 
• Leadership qualities 
• Problem solving skills 
• Time Management skills

Requirement: 

• 3-5 years' experience in the field of customer service (call center exposure is a must). 
• The incumbent should be in the age group of 25-35 years.