Role & responsibilities

Responsibilities
-Manage a team of customer service representatives, ensuring that they adhere to company policies and procedures
-Handle escalated customer complaints and work to resolve them quickly and effectively
-Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
-Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
-Coach and train team members to improve their skills and knowledge
-Conduct regular performance evaluations and provide feedback to team members
-Collaborate with cross-functional teams to develop and implement customer service initiatives
-Prepare and present regular reports on team performance to the management team

Qualifications
-Previous experience in a customer service or call center role
-Proven leadership and management skills
-Excellent communication and interpersonal skills
-Ability to handle difficult and escalated customer situations
-Solid problem-solving and decision-making abilities
-Ability to work in a fast-paced and dynamic environment
-Proficiency in MS Office.
-Flexibility to work different shifts, including night shift.

📌 Team leader-Banking (Gurugram)
🏢 Team Vertex Cosmos
📍 Gurugram