Senior Team Lead - Customer Care
Logistics, Sales & Operations · Sales & Business Development · Customer Success
In short
The Senior Team Lead - Customer Care in Lucknow, Uttar Pradesh, will lead a team of customer service agents, ensuring high-quality service delivery and customer satisfaction. This role involves overseeing daily operations, managing performance metrics, and implementing strategies for team effectiveness and continuous improvement.
Responsibilities
- Facilitate daily stand-ups and maintain open communication to address issues promptly.
- Conduct regular performance reviews and provide actionable feedback.
- Implement recognition and reward systems to enhance team morale.
- Communicate attendance policies and performance goals clearly.
- Monitor agent availability and ensure effective resolution of customer requests.
- Address root causes of customer issues and implement preventative measures.
- Ensure team members maintain current knowledge through updates and self-directed learning.
- Utilize reporting and management information to run an effective team and achieve business outcomes.
- Adhere to company policies, guidelines, and ethical conduct.
- Support effective management of customer experience capabilities through timely hiring, performance management, and capacity planning.
Requirements
- Strong understanding of customer service principles and practices.
- Proficiency in verbal and written communication skills.
- Solid knowledge of operations management and team dynamics.
- Ability to mentor and develop team members effectively.
- Familiarity with performance metrics and reporting tools.
Desired Qualifications
- Optional but valuable certifications in Customer Service Management or Operations Management.
- Certification in Lean Six Sigma or similar methodologies is a plus.
Benefits
- Supercharge your potential at HCLTech.
- Find your career.
- Find your spark.
- A place that puts its people first.
#Customer Care#Team Lead#Customer Service#Operations Management#Leadership
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Lucknow, India
Applicants
Be an early applicant