Customer Service Executive / Team Lead Job in Revv
Customer Service Executive / Team Lead
- Gurgaon, Haryana
- 3,00,000 - 5,00,000 per year
- Full-time
- Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries daily
- Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed
- Partner with Human Resources and functional Leaders to formulate career progression / employee development plans
- Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings
- Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels
- Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance
- Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
- Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary
- Participate in business-driven projects and initiatives
- Understanding of metrics and ability to speak to spikes in volume and other outlier issues.
- Manage team s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
-Shrinkage & Attrition management
-Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
Required - Bachelor's or higher education
Required - Located in Gurgaon
0 to 6 Years
5 - 10 Hires
Customer Service Skills, Client Handling, Customer Relationship, Customer Support Executive, Client Relationship, Customer Services, Customer Support, Customer Care, Customersuport, Customer Relationship Manager
