ISON Xperiences - Team Leader - Customer Service (1-7 Yrs) Bangalore/Noida/Dehradun/Vadodara/Baroda (After-Sales/Customer Service)

Team Leadership and Management:- Lead, motivate, and manage a team of customer service representatives or operational staff.- Set clear performance goals and expectations, and provide regular feedback to team members.
-Conduct performance reviews, manage disciplinary actions, and address any performance or behavioral issues.Operational Oversight:- Oversee daily operations to ensure efficiency, adherence to processes, and high-quality service delivery.- Monitor team performance metrics, such as call volume, handling time, and customer satisfaction scores.- Implement and enforce standard operating procedures (SOPs) and best practices to achieve operational goals.Customer Service Excellence:- Ensure that team members provide exceptional customer service and resolve customer inquiries and issues effectively.- Handle escalated customer complaints and complex issues, ensuring prompt and satisfactory resolutions.- Develop strategies to improve customer satisfaction and enhance the overall customer experience.Performance Monitoring and Reporting:- Track and report on key performance indicators (KPIs) and operational metrics to assess team performance.- Prepare and present regular performance reports and updates to senior management.- Analyze performance data to identify trends, areas for improvement, and opportunities for process optimization.Training and Development:- Provide ongoing coaching, training, and support to team members to enhance their skills and performance.- Identify training needs and coordinate with the training department to deliver relevant training programs.- Foster a culture of continuous learning and development within the team. (ref:updazz.com)

Payroll Type : Permanent