Job Description
Job Summary & Purpose:
Ensure a professional and service-oriented work environment by monitoring subordinate performance and taking the necessary actions to motivate when required. Using effective communication skills is expected to liaise and supervise effectively the team. Achieve process SLAs and targets. Team leaders must be well versed in all aspects of reporting, communications technology, and terminology as well as organizational procedures.
Key Performance Areas (KPAs) & Principal Accountabilities:
1. Leading a team of advisors handling Social Media platforms which also includes training, coaching, and mentoring them for excellent Customer Experience.
2. Monitoring social media channels for handling and providing end-to-end resolution of E/R/C raised by customers on different SM handles.
3. Ensuring the team is identifying customers needs, clarifying information, researching every issue, providing solutions within SLA, and offering support to customers with quality interaction for end-to-end resolution within timelines.
4. Interaction with call center partners and internal team for ensuring process excellence, and coordination.
5. Ensuring customer-focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate.
7. Report generation and circulation as per the requirement
8. Meets requirements of the job such as adherence to monthly KPI and the ability to multi-task, prioritize, and manage time effectively and introduce new / latest methodology to the process
9. Ensure SDG data prevention, decorum, and discipline are in line with the requirements of the process
10. Perform any additional duties as required by the company, including cross-functional coordination with teams such as Marketing, Warehouse, Category Management, and other relevant departments. The role may also involve handling ad-hoc tasks based on business needs.
Requirements
Experience (Yrs & Field) : Minimum of 3 years of Team Leader experience in a Call Center /Customer care
Educational Qualification : Graduate
Professional Certifications : Customer Service Work Shops/IT Diplomas
Skills & Abilities:
Excellent verbal and written communication skills, Excellent telephone etiquettes
Strong people and customer focus with problem-solving skills
leadership qualities, strong team player with good interpersonal skills
Ability to clearly articulate expectations
Ability to deal with stressful situations
Skilled Computer professional with technical aptitude
