Team Leader (Customer Service)

4 - 9 Years
Delhi

Job Description

Role
We are in the business of finding people happiness and consequently somebody who is jovial, mature, result-oriented and cares deeply for our customers will be able to succeed in this role. The team lead is responsible for Supervising, motivating and monitoring team performance.

Responsibilities

  • Must posses Customer Service Attitude
  • Mentor and develop the team
  • Responsible for Teams performance on operational Metrics
  • Effectively manage shift operations
  • Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores,
  • Maintaining SLA, Attrition management Etc)
  • Handling Escalation calls of Customers
  • Track Customer Satisfaction & ensure closure of complaints
  • Strong Rapport building skills with Team & stakeholders, manage attrition in the team
  • Evolve more effective work process for improving customer interactions
  • Constantly monitor & review performance metrics for achievement of objective
  • To effectively manage Contact Centre operations for constant performance achievements
  • Identify relevant training needs of agents & ensure effective implementation.
  • Interface with IT/HR/ Training/Quality in order to improve the teams Performance

Requirements

  • Proficiency in web technology and comfortable with the Internet.
  • Very strong verbal communication skills and writing skills.
  • Clear diction and clarity in speech
  • Extremely detail oriented and ability to organize.
  • Problem-solving ability & creative - out of the box thinker
  • Should be familiar with effective objection handling
  • Fluency with general desktop productivity software

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

People Interactive (I) Pvt Ltd.

Shaadi.com, part of Anupam Mittal promoted People Group, is one of India's best known Internet brands & the world's largest matrimonial service. It was founded with one simple objective to provide a superior matchmaking experience to Indians all over the world. The company pioneered online matrimonials when it launched in 1996 and continues to lead the exciting matrimony category for 18 years. The service has touched the lives of over 35 million people globally and helped 4 million people find their matches. Amongst many other awards, Shaadi.com has been recognized as the Most Trusted Matrimonial site and is amongst the world 50 Most Innovative Companies, alongside companies such as Apple, Google, Facebook and Amazon. Shaadi.com has also been recognized as the world's most engaging brand on Facebook.
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Contact Company:People Interactive (I) Pvt Ltd.

Salary

Not Disclosed by Recruiter

Role Category

Voice

Role

Team Leader -(NonTechnical)

Employment Type

Full Time, Permanent