Team Lead - Inbound Customer Service

Hexaware Technologies · India

Role:

We are seeking an experienced and highly motivated Team Lead to oversee our Inbound Customer Support team for Europe region. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Job Responsibilities :

• Handle inbound customer queries and concerns through voice and email channels, ensuring prompt and effective resolution.
• Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
• Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
• Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
• Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
• Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
• Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.

Criteria :

• Any Graduate or 10th + 12th + 3 year Diploma.
• A minimum of 4 years of overall experience, including at least 1 year of experience as a Team Lead in an international inbound call center.
• Strong problem-solving and analytical skills, with the ability to identify, analyze and resolve complex issues.
• Proficiency in using customer support tools, systems, and applications

Shifts timings:

• Rotational Shifts between 12:00 PM and 12:00 AM. Any 9 hours of shift.

Week Off:

• Saturday & Sunday - Fixed