HR Executive at IMPACTGURU
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ImpactGuru - Team Leader - Customer Service Operations (3-6 yrs)
Role - Team Leader (Operations)
Location - Andheri (Mumbai)
Experience - 3 Years to 6 Years.
Roles & Responsibilities :
- Responsible for overseeing the Operations department (Calls, E mails & Social media).
- Supervises associates, coaches, & mentors employees. Investigate customer's problems & find solutions.
- Ability to assist in role playing with teammates to gain confidence and experience, ability to update database with accurate information in a timely manner
- Managing the team of 5 associates to meet the service level agreements.
- Identifying areas of improvements and initiating the performance improvement plans for the bottom performer.
- Developing and implementation of action plans to achieve the desired performance levels
- Effectively coach direct reports on team performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- In Operation Run phase Responsible for day to day productivity, TAT and Quality management for reporting teams also Attending Customers calls and Calibrations.
- Handling Operations and delivering KPI's & SLA's on a daily basis
Desired Skills :
- Impeccable written & oral communication skills in English & Local Language
- Target oriented & hunger for personal growth and overall development
- Strong Organizational and interpersonal skills
- Should have worked in a team environment
- Ability to convince & convert customers
- Ability to multitask
- Excellent time management skills
- Basic Knowledge of Microsoft tools (excel, word, PowerPoint etc.)
- Extreme level of flexibility and adaptability to new tasks & environments
- Responsible, Capable & has ability to work independently
- Logical Thinker and look to solve problems in strategic way
- Basic Analytical skill & Advance Excel will be an added bonus.
Basic Qualification :
- Bachelor's Degree or Post Graduate Degree in any discipline
- 3-4 years of experience as sales executive, customer service, or operations associate - Experience in handling customer calls
- Experience working on CRM's