Team Leader

About the Role

We are seeking an experienced Team Leader to lead, coach, and develop a customer service team while ensuring high performance, service quality, and customer satisfaction.

Responsibilities:

Team Management:

• Work closely with the team, motivating and coaching them.
• Host 1-2-1s and team meetings.
• Ensure training and development plans are maintained for all team members.
• Lead and inspire a team of sales agents to deliver excellent levels of individual and team performance and customer satisfaction.

Operational Oversight:

• Manage day-to-day line activities and priorities and make risk/impact assessments within existing processes and procedures toward achieving SLAs.
• Report to the Customer Service Manager.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.

Performance and Culture:

• Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
• Support the Head of Sales to deliver business targets and objectives and create a performance-oriented culture.

Continuous Improvement:

• Keep up to date with business development and new product lines.
• Keep up to date with industry changes affecting the business and relay this knowledge to the team.
• Work with the management team to identify and deliver positive changes and business efficiencies.
• Support the Operations Manager to highlight operational risks and areas for improvement.
• Support the Senior Manager to highlight operational risks and areas for improvement.

Budget and Target Management:

• Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
• Escalate appropriate problems to senior management.

Required Skills and Experience:

Experience:

• Team management experience.
• Minimum of 2 years’ experience within a contact center environment as a Team Manager.
• Experience within customer services.

Skills:

• Coaching and communication skills.
• Excellent leadership and communication skills.
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations.
• Energetic and motivating individual.
• Creative thinking.

Additional Information:

• This position requires working US shifts, so flexibility is essential.
• Location is based in Ahmedabad, India, with a requirement to work from the office.