Customer Care - Team Lead

Job description

Responsibilities

Ø Lead team of 15-20 agents/ inbound & outbound customer service/sales call center executive. Overall process management. Ø Maintain KPIs as per Service Level Agreement (SLA). Ø Effective Performance Planning for Self & Team. Ø Motivating and inspiring team to surpass their potential. Ø To provide Coaching & Feedback to the executive. Ø Creating sense of ownership within employees and resolve their issues. Ø Handling escalations calls, queries, complaints for Customers & Client. Ø Call listening/handling per Process requirement. Ø Prepare and present team performance to Internal & External stakeholders. Ø To identify BQM and prepare action plan and work along with Ops Manger for driving performance.

Knowledge/Experience

Ø At least

• 4+ years of experience into General/Life Insurance Customer Service. Ø At least
• 2 years of team management experience Ø Should have handled team of at least 15 FTEs Technical Skills Ø Excellent skills in MS Excel Office Ø Preferable knowledge in Life Insurance business <span style="mso-bidi-font-size:10.0pt;font

Qualifications

BACHELOR OF COMMERCE