Team Leader - Aftersales - Matrimony Packages (2-6 Yrs) Chennai/Hyderabad (After-Sales/Customer Service)

What you will do in this role- Manage post-sales experience and service of premium members of Shaadi SELECT.- 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 team s Performance. (ref:updazz.com)

Payroll Type : Permanent