Job Description

Position: Team Leader Customer Service.

Job Location: Chennai ( Guindy )

Requisition:

• Graduate with minimum 4-9 years experience in inbound voice process in BPO domain of which 3-4 years should be in a customer service team handling capacity.
• Language skills Excellent communication skills in English and Tamil
• Excellent interpersonal skills, coordination skills, persuading skill, team management skill
• Good knowledge about the product and working of business and standards
• Ability to handle and coach large teams
• Ability to acquire in depth product knowledge
• Ability to interact and coordinate with cross functional departments
• Data management and analysis
• Basic computer skills- Ms Word, Excel, PowerPoint.
• Self-driven

Key Responsibilities:

• Responsible for meeting revenue targets by coaching and managing multiple teams. Ensure reduced attrition rate and overlook the entire responsibilities of customer service in collaboration with the other functional teams.
• Team leader must make efforts to maximize the revenue generations and ensure that all members adhere to SLAs
• Manage the team and minimise the attrition rates also comes under the purview of the team lead
• Required to work with cross- functional departments and also ensure that timely resolutions are provided to the customers and that the agents meet their targets.