Customer Service Representative Team Lead

Process: Customer Support Representative (CSR)

Designation: Team Lead / Shift Lead

Roles & Responsibilities:

The Team Lead / Shift Lead is accountable for managing the shift they are assigned to:

Performs the assignment of tasks to agents

Ensure SLA and KPI compliance

SPOC and escalation point during each shift to ensure adherence to rules

Works actively with these Delivery Hub members: Delivery Lead, Quality Lead, Lead Architect

Support to and work supervision and provide technical direction to all members during the shift

Good understanding of case management, incident management, and processes, etc

Conduct Quality checks and audits

Executes spot check on issue resolution documentation

Ability to guide teams implementing Product Standards

Skill set Required:

Proven experience and understanding of call center and product/application support methodologies, best practices, and tools

Interpersonal and communication skills; the ability to work well with people from different disciplines; effective communication with management, peers, team members and other stakeholders including customers

Be a team player, be collaborative, i.e., an effective communicator willing to promote ideas but able to listen to/work with others

Demonstrating a customer-focused attitude

Ability to handle multiple priorities in a fast-paced environment and under stress

Education:

Any bachelor's degree or other relevant field

Overall Experience

5+ years of overall professional experience related to the skills

Experience in managing teams

Shift Timings: 24x7

Interested candidate can share there resume in below email address

Contact Person: - Shivangi Sharma

Contact Email id: - [Confidential Information]