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 productive 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 solid 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.

📌 Team Leader Thane
🏢 People Group
📍 Thane