Team Leader Customer Service 

Team Leader Responsibilities :

- Would be responsible for maintaining KPI's like FRT, CSAT, Quality Scores & Closure for Email Team.

- Will be handling a team of 15-20 team members

- Developing and implementing a timeline to achieve targets

- Should be able to handle escalation cases and build Brand Rapport in front of Customers

- Delegating tasks to team members and SME

- Would be responsible to get the customer query resolved by cross department collaboration

- Oversee day to day Email Team Operations

- Pick up projects for KPI improvements

- Motivating the team to achieve organizational goals

- Conducting training of team members to maximize their potential

- Empower and coach team members with skills to improve their confidence, product knowledge, and communication skills.

- Conducting Monthly & Quarterly performance reviews

- Contributing to the growth of the company through a successful team

- Creating a pleasant working environment that inspires the team

Team Leader Requirements :

- Minimum of 2 years experience as TL on papers

- Should have a good experience of reports such as Shrinkage, Attrition, Quality, SLA, NPS, FRT, Closure, CSAT

- Should be excellent in written & verbal communication

- Should have a team handling experience preferable from BPO

- Should have good people management skills

- Would have handled a span of minimum 10 to 20 FTEs

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