Job Description for Team Lead (Call Center)
Position Overview:
The Team Lead will be responsible for managing and guiding a team focused on customer service. This role requires a strong background in Customer service, and the ability to provide subject matter expertise, lead process improvements, and ensure high-quality service delivery.
Key Responsibilities:
- Provide in-depth knowledge and expertise to address and resolve complex issues related to customer service.
- Attend process-level meetings with clients to discuss performance, address concerns, and present solutions.
- Collaborate with clients to understand their needs and align the team's efforts to meet those expectations.
- Oversee daily operations, ensuring efficient and effective resolution of customer inquiries and issues.
- Develop and implement strategies to enhance team productivity and customer satisfaction.
- Serve as the primary point of contact for escalations, ensuring timely and effective resolution.
- Lead, mentor, and develop a team of professionals, fostering a positive and productive work environment.
- Conduct regular team meetings and performance reviews, providing feedback and development opportunities to team members.
- Maintain a strong understanding of customer service best practices and industry trends.
Qualifications:
- 5 to 7 years of experience in customer service, with at least 2 years in a Team Lead or supervisory role.
- Proven experience working with different ERP systems.
- Strong communication and interpersonal skills, with a focus on customer satisfaction.
- Experience working with international clients or in a global business environment.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
- Strong problem-solving skills and the ability to make decisions under pressure.
- Flexibility to work night shifts or adjust to different time zones as needed.
Preferred:
- Relevant experience in supply chain management or customer service.
- Knowledge of industry best practices and trends.
Department Of Employment And Training,
Old Alandur Road,
Guindy, Chennai-32.
9499966018 .
tnprivatejobs@gmail.com .
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