TL Customer Relationship Team
- T And N Business
- 8 to 12 Yrs
- Indore
- 10 months ago
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Job Description
Position Team Leader CRT,
Job Title TL Customer Relationship Team
Vertical /
Department Call Centre / Customer Support (Customer Relationship Team)
Reports to Team Manager Customer Support Representative
(IVB)
No of
Reportees
15 20 agents
Level/Grade 4A Type of position:
Full-time
Part-time
Specialist
Generalist
Age Criteria 24 -32 yrs
General Description of the Job
The job involves
1. 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
2. Assist Team Manager with development, process improvement, analysis and implementation of
efficiency or quality initiatives
3. Monitor resource utilization & performance
Role & Responsibilities
1. 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
2. Provide statistical and performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement.
3. Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict
situations with either customers or employees
4. 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
5. Effectively manage customer escalations
6. 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
7. Be available for employees that experience work and / or personal problems providing appropriate
coaching, counseling, direction and resolution
Education Requirements/ Skills
Any Graduate / MBA
Total experience 8+
Minimum 1-3 years of experience as a Team Leader in a domestic/international BPO
Strong interpersonal, problem solving, negotiating and verbal & written communication skills
CTC 8 lpa
Strong computer knowledge and technical skills (including ease with multiple processes,
applications, Excel, Word).
Employement Category:
Employement Type: Full timeIndustry: Management Consulting / Strategy
Role Category: Sales / BD
Functional Area: Not Applicable
Role/Responsibilies: TL Customer Relationship Team
Contact Details:
Company: Talent Max HrLocation(s): Indore
Keyskills: team leading customer relationship team management
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T&N Business Services Pvt. Ltd., is the leading consulting, services, and business process outsourcing organization that envisioned and instigated the adoption of the flexible business practices that today enable our client companies to operate more efficiently and produce more value. T&N Bu...
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