Job Description

The Customer Service Team Lead I manages the operational workflow, coaches and develops frontline specialists, and promotes exceptional customer satisfaction to frontline specialists. This individual understands contact center metrics and implementation of strategic goals and processes.

Key Responsibilities
Serve as mentor leader to current leaders within respective business unit.
Handle stretch assignments designed to increase business acumen.
Interview applicants and recommend hire.
Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.
Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.
Makes recommendations for process improvements and cost saving prospects; executing key initiatives.
Establish/communicate job performance standards and work procedures.
Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.




Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow.
Creates a positive and satisfying work workplace using recognition, empowerment, listening, valuing diversity, and acting as a role model for others.

Education
4 year Bachelors Degree (Preferred)

Experience
3 or more years of experience (Preferred)

Supervisory Responsibilities
This job has supervisory duties.

Education Experience (in lieu)
In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills
Call Center Management
Coaching
Customer Experience Management
Performance Management (PM)
Relationship Building

Shift Time

Shift C (India)

Recruiter Info

Dipti Murudkar

📌 Customer Service Team Lead I Pune
🏢 Allstate Solutions (ASPL)
📍 Pune