Key Responsibilities

- Manage Post-Sales Experience: Oversee the post-sales experience and service of premium members of Shaadi SELECT.
- Team Mentorship and Development: Mentor and develop the team to ensure continuous improvement and high performance.
- Shift Operations: Effectively manage shift operations, ensuring smooth transitions and efficient service delivery.
- Operational Metrics Management: Monitor and manage operational metrics such as CSAT, AHT, Shrinkage, Quality scores, and SLA compliance.
- Escalation Handling: Address and resolve customer escalation calls to ensure customer satisfaction.
- Customer Satisfaction Tracking: Track customer satisfaction and ensure the timely closure of complaints.
- Team Rapport Building: Build and maintain strong rapport with team stakeholders and manage team attrition.
- Process Improvement: Evolve and implement more effective work processes to improve customer interactions.
- Performance Monitoring: Constantly review performance metrics to ensure the achievement of team objectives.




- Contact Centre Operations: Manage Contact Centre operations to ensure constant performance achievements.
- Training Needs Identification: Identify relevant training needs for agents and ensure effective implementation of training.
- Cross-Department Collaboration: Interface with IT, HR, Training, and Quality departments to improve team performance.

Requirements

- Experience: Minimum 4 years of experience, including experience in telemarketing and managing customer service teams.
- Skills: Solid objection handling and problem-solving skills, ability to handle high-pressure situations, and exceptional organizational skills.
- Education: Bachelor's Degree or equivalent.
- Operational Knowledge: Familiarity with customer service metrics and tools for managing performance, such as CSAT, AHT, SLA, etc.

Skills: Genesys, Cisco, Avaya, five9, Crm

Experience: 4.00-9.00 Years

📌 Team Leader - Customer Service (Thane)
🏢 People Group
📍 Thane