Team Leader-Customer Service-Noida

Job Description:

Key Roles & Responsibilities:

 Familiarize the team with the customer needs, process SOP's and products and governing
compliance.

 Determining training needs of employees and conducting suitable training programs to
enhance their operational efficiency leading to increase productivity.

 Provide status reporting of team activities against the program plan or schedule.

 Cascade all necessary business information and updates to the executives.

 Facilitate problem solving and collaboration.

 Identify and manage BQ across the floor to enhance floor performance.

 Regular reviews with the Team & analyze the opportunities of improvement & reduction in
controllable defects which are a direct impact to Customer Experience

 Assisting the Senior manager in organizing, planning and implementing strategy

 Coordinating day-to-day operations

 Ensuring that goals, SLA and objectives are met

 Maintaining a safe and clean work environment

 Interviewing and recruiting new employees

 Reporting any problems or accidents to senior management

 Creating reports, analyzing, interpreting and presenting data

 Managing customer complaints and resolving their issues

 Assisting with procurement of inventory and supplies

 Floor support, Act as a point of escalation and 2nd level of support for all complex scenarios.

 Work as a resource person for product development team in order to report issues, diagnose
and collect necessary information.