Team Leader - Customer Care (Inbound)

ICICI Lombard

Navi Mumbai - Vashi

₹

5,00,000 - 7,50,000

/ monthly

Salary benefits

Requirements

5 - 8 years experience

Graduate

24 - 38 years

No gender preference

Aadhar Card

Pan Card

Shift timings

Working days

5 days/week

Morning Shift

7:00am - 9:00pm

Job description

Providing quality and efficient customer service to customers through daily management of a team of upto 30 employees to include hiring, motivating, recognizing and rewarding, coaching, training and problem solving
Assist Team Manager with development, process improvement, analysis and implementation of efficiency or quality initiatives
Monitor resource utilization & performance
Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to deliver to Organization goals of Service standards and Productivity standards
Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees
Assisting Team Manager with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects,
implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues
Effectively manage customer escalations
Ensure complete participation and contribution in organization/process level initiatives (e.g. FTR Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to
improve quality and efficiency
Be available for employees that experience work and / or personal problems providing appropriate coaching, counseling, direction and resolution

Additional Requirements

Language

English

Experience

Customer Care,

Banking / Financial Services / Insurance,

BPO / ITES

Job Type

Full Time

Other requirements

- Candidates should be well aware of their KPI's and Call centre metrics

- Need full time graduates without any gap in their education

- Minimum 1-3 years of experience as a Team Leader in a domestic/international BPO. Need to have experience in handling a team of atleast 15 agents

- Total 5.5 years of experience is needed out of which 1 - 2 years have to be in team handling

- For Inbound: Need experience handling team of Customer Service process agents

- For Outbound: Need experience handling team of Sales process agents

Posted on 28 Mar 2020

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