- Lead, mentor, and manage a team of Customer Support Executives.
- Monitor daily team performance against key metrics such as productivity, quality, customer satisfaction, and resolution time.
- Conduct regular coaching sessions, performance reviews, and feedback discussions.
- Handle customer escalations and ensure timely resolution of complex issues.
- Ensure adherence to company policies, SOPs, and service quality standards.
- Prepare and share daily, weekly, and monthly MIS reports.
- Coordinate with cross-functional teams to resolve operational issues affecting customers.
- Identify process improvement opportunities and implement best practices to enhance customer experience.
- Monitor attendance, scheduling, and workforce planning for the team.
- Support new hire onboarding and training to ensure smooth integration.
Preferred candidate profile:
- Graduate in any discipline.
- 3-6 years of experience in Customer Support, Customer Service, or Contact Centre Operations.
- Minimum 1 year of experience as a Team Leader or in a people management role.
- Robust leadership, coaching, and team management skills.
- Excellent communication and problem-solving abilities.
- Good knowledge of MS Excel and Microsoft Office.
- Ability to work in a fast-paced, target-driven environment.