About the Role:
We are seeking a motivated and experienced Customer Support Team Lead to oversee our customer support team in Bangalore. The ideal candidate will have excellent leadership skills, a passion for customer satisfaction, and the ability to manage and mentor a team to deliver outstanding service.
Key Responsibilities:
- Lead a team of RPSRs handling incoming calls from institutional participants
- Supervise, hire, terminate, evaluate, and counsel personnel
- Provide guidance and motivation to develop and retain staff
- Monitor staff availability and utilize telephone system for adequate coverage
- Coach and develop team to meet goals through call monitoring
- Possess proficient knowledge of investment and retirement business (Nile products, financial markets, ERISA requirements)
- Align with business goals and demonstrate strong operational awareness
- Demonstrate initiative to improve departmental and corporate processes, procedures, workflows, and work environment
- Lead the team through changes and foster teamwork and collaboration with peers and broader leadership
- Demonstrate inspirational leadership and participate in job enrichment and/or team management
Standard Competencies:
Communication: Craft dialogues with participants to build positive experiences
Participant Focus: Prioritize participant needs and concerns
Call Efficiency: Structure calls in an organized, professional manner
Poise and Demeanor: Present oneself positively, politely, and professionally
Job Criteria :
5 Days Working, 2 Days Rotational week off
Rotational Shifts(US timings)
Both way cabs.
Recruiter: Diksha - 8079009780
Rishabh - 9116419077
Job Types: Full-time, Permanent
Pay: 850,000.00 - 900,000.00 per year
Benefits: - Commuter assistance
Health insuranceSchedule: Rotational shift
US shift
Supplemental pay types: Yearly bonus
Education:
Experience:
- total work: 4 years (Required)
* Team management: 1 year (Required)
- International voice process: 4 years (Required)
Work Location: In person
