Team Lead- Sales | Andheri, Mumbai | Only @ Yellow Box Hr Services

Job Description

Role- Team Lead- Customer Service/Sales

Location- Andheri, Mumbai

Working Days- 6 (Rotational Off)

Shift- 7.30am to 4.30pm

• Must have experience in both Customer Service and Renewal/Upselling
• Should have experience handling a team of telesales executives
• Should have hardcore telesales experience

Job Description:-

• Manage post-sales experience and service of premium members.
• Mentor and develop the team.
• Effectively manage shift operations.
• Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality
• scores, maintaining SLA, Attrition management).
• Handling Escalation calls of Customers.
• Track Customer Satisfaction & ensure closure of complaints.
• Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Interface with IT/HR/ Training/Quality in order to improve the teams Performance.

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