Team Lead – Customer Service Representative
2 weeks ago
- Manage the team members in all aspects of the service delivery
- Ensure project updates are share with the team on timely manner
- Ensure Staff is meeting company policy and procedures
- Ensuring the Project targets and KPIs are met on daily basis.
- Interact with other teams to ensure smooth working of the project.
- Couch and counsel team members as and when required.
- Maintain project updates.
- Participate in meeting as and when required.
- Ensure CSRs attends work regularly
- Provide performance feedback to the team members.
- Maintain administrative details for the team.
- Customers
- Team Leaders
- Client Focal Point
- Support Team ( Quaity ,WFM, etc )
- HR
- IT Team
- Knowledge of Contact center Terminology, Procedures and Practices will be an added advantage
- Excellent written and verbal communication.
- Solution focused and High problem solving skills
- Excellent time management and self-organizing
- Excellent Team management skills
- Experience with usage of MS Windows and MS office and related tools
- Highly Empathetic
- Ability to work under pressure
- Flexible hours
- Patient, Motivated self-starter
- Excellent communication with the team
- Presentation and negotiation talent
- Displays positive professional outlook and behavior
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