About this role
A3 to A4 Or P2 to P3 • Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable) • 1 year in the current role • No Warning Letter issued in the past 6 months • Mandatory E-learning courses certified wherever applicable
Administratively manage a team leaders and monitor their performance Motivate and recognize team members through implementation of the company R & R programs Improve quality of service and increase client delight Achieve service level and productivity targets for the team Monitor and maintain quality of interaction with customers Prepare and submit periodic reports Prepare and maintain appropriate documentation as per ISO standards Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required Preparing monthly review to gauge individual and teams performance Client interaction as and when required; incorporate feedback into the system Give timely feedback with a view towards improving Operational and individual efficiency
• A minimum of 5 years of experience in a leadership role within a customer service environment. • Proven track record of successfully managing and motivating a team of customer service professionals. • Excellent communication and interpersonal skills, with the ability to build strong client relationships. • Strong problem-solving and analytical abilities, with a customer-centric approach. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Excellent organizational and time management skills, with a focus on attention to detail. • Strong leadership and coaching skills, with a passion for team development. • A proactive and innovative mindset, with a willingness to drive change and improvement. • A degree in Business Administration, Management, or a related field is preferred.