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07/10 Arif Usman Ansari
HR Executive at IMPACTGURU

Views:149 Applications:50 Rec. Actions:Recruiter Actions:24

ImpactGuru - Team Leader - Customer Service Operations (3-6 yrs)

Mumbai Job Code: 180054

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

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