The Job

Senior Team Lead - Customer Care

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång

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I korthet

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.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

  • Optional but valuable certifications in Customer Service Management or Operations Management.
  • Certification in Lean Six Sigma or similar methodologies is a plus.

Förmåner

  • 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
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Lucknow, India

Sökande

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