Responsivities:

- Responsible for the day-to-day supervision of a group of agents.
- Work monitoring as per organization policy.
- Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery.
- Identify performance-related issues, develop an action plan for improvement and implement corrective actions.
- Ensure service delivered to our customers meets Key Performance Indicator (KPIs).
- Communicate expectations to employees and provide timely updates.
- Provide subject matter expertise in handling escalations as needed.
- Conduct Team Meetings & briefings to ensure expedient. communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies and procedures.

Requirements:

- Educational Qualification: Graduation.
- At least 5 years of working experience in a customer service setting of which 1 year must have been in a supervisor role.




- Hands-on experience with managing a team of +15 agents.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
- Work well under pressure and follow through on items to completion.
- Strong oral and written communication skills.
- Ability to lead team members, multi-tasking, prioritizations and meeting timelines of deliverables.
- Ability to mentor, coach and provide direction to team members.
- Willingness to work in a flexible schedule.

Mumbai Office Address: 12th floor, Windfall, Sahar Plaza Complex,

Andheri - Kurla Road, JB Nagar, Andheri East,

Mumbai, Maharashtra - 400059

Near Chakala Metro Station.

Gurugram Haryana Office address:

4th floor, Plot no.18, sector- 44.

Gurugram Haryana 122003 India.

📌 Team lead - Customer Success (Gurugram)
🏢 Apertum Online
📍 Gurugram