Job Description

Overview:

We are looking for an experienced Non-Voice Team Leader to manage and guide our team of customer support representatives. The ideal candidate will have strong leadership skills, a track record of excellent performance in non-voice support channels, and the ability to drive team productivity and customer satisfaction.

Key Responsibilities:

Lead, motivate, and manage a team of Non-Voice Customer Support Representatives to achieve performance goals and high levels of customer satisfaction. Oversee daily operations to ensure the team meets or exceeds key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores. Provide coaching, training, and support to team members to enhance their skills and performance. Monitor and review team performance metrics, identify areas for improvement, and implement action plans to address issues. Handle escalated customer queries and complex issues that require a higher level of expertise. Develop and implement processes and procedures to improve team efficiency and effectiveness. Prepare and deliver regular reports on team performance, customer feedback, and operational issues to senior management. Facilitate team meetings and ensure effective communication of company policies, updates, and initiatives. Collaborate with other departments to resolve cross-functional issues and enhance overall customer experience. Stay updated on industry trends, tools, and technologies to ensure the team remains current and competitive.

Qualifications:

Proven experience as a Team Leader or Supervisor in a non-voice customer support environment. Strong leadership and team management skills with the ability to motivate and guide a diverse team. Excellent written and verbal communication skills. Solid understanding of CRM systems, support tools, and best practices in non-voice support. Strong problem-solving abilities and attention to detail. Ability to manage multiple tasks and prioritize effectively. Proficiency in data analysis and performance metrics. Flexibility to adapt to changing priorities and business needs.

Preferred Skills:

Experience with performance management and training programs. Knowledge of [specific industry or product knowledge relevant to the role]. Familiarity with advanced customer support tools and technologies.
Job Type: Full-time

Pay: ₹400,000.00 - ₹550,000.00 per year

Benefits:

Health insurance Paid sick time Paid time off Provident Fund
Work Location: In person