Role & responsibilities

- Create an inspiring team environment with an open communication culture.
- Set explicit team goals.
- Delegate tasks and set deadlines.
- Oversee day-to-day operation.
- Monitor team performance and report on metrics.
- Motivate team members.
- Discover training needs and provide coaching.
- Listen to team members feedback and resolve any issues or conflicts.
- Recognize high performance and reward accomplishments.
- Encourage creativity and risk-taking.
- Suggest and organize team building activities.

Job Duties

- Deliver the required KPI and maintain self KPI such as Quality, Attrition, Shrinkage, and roaster management.
- Manage and motivate a quality team of 25-30 Customer Support Executives (CS- Executives) with good product and process knowledge.
- Ensure the achievement of a Quality target based on the business requirement.
- Prepare and Maintain internal reports for MIS and report to management.
- Ensure agents are delivering individual targets and KPI by having regular team meetings with direct reports.
- Handle call monitoring exercises and escalations, and follow up with the sales department to solve customer queries.
- Manage absentee and attrition control at all levels in the team.




- Ensure respective KRAs (Login hours, Productivity, AHT) are met and monitored.
- Conduct reviews on a daily, weekly, and monthly basis and share the feedback.
- Set and ensure individual targets for achieving KRA and MTD (Month to Date) kept amount targets, and train operators to meet all individual KRAs.
- Ensure actions are taken and monitored on personnel and payroll issues.
- Fix productivity parameters for CS - Executives, monitor performance against set parameters, and conduct weekly reviews with telesales executives.
- Be responsible for the smooth flow of processes relating to Customer support.
- Prepare and publish reports on a daily basis regarding the team performance.

Skillset

- Excellent communication skills, high motivational level, and achievement oriented.
- Negotiation Skills and driving results in a high-performance environment.
- Demonstrated ability to lead from the front.
- Strong Leadership Skills, Clarity of thought, and perseverance.
- Working knowledge of computers, Excel, and end-to-end data management.

Qualification

- Any Graduate and Post-Graduate.

📌 Customer Service Team Lead (Bengaluru)
🏢 Krazy Bee Services
📍 Bengaluru