Qureos Mentor

NPCI BHIM

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 Job Title: Customer Service Team Lead
 
 
 
 
 Location:
 
 Hyderabad
 
 
 
 Reports To:
 
 Incharge - Customer Service
 
 
 
 
 
 
 Role Overview:
 
 
 
 The Customer Service Team Lead is responsible for supervising and guiding a team of customer service representatives to ensure exceptional service delivery, operational efficiency, and adherence to company standards. This role involves managing day-to-day operations, resolving escalations, and driving continuous improvement in customer experience.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 
 Team Management:
 
 </li>
 <li>
 Lead, coach, and motivate a team of 30 customer service representatives.
 </li>
 <li>
 Monitor performance and provide regular feedback and training.
 </li>
 <li>
 
 Customer Support:
 
 </li>
 <li>
 Handle complex customer queries and escalations promptly and professionally.
 </li>
 <li>
 Ensure service levels and response times meet or exceed targets.
 </li>
 <li>
 Customer support teams work 24*7 so this accordingly you need to work in this role.
 </li>
 <li>
 
 Operational Excellence:
 
 </li>
 <li>
 Oversee daily operations, including scheduling and workload distribution.
 </li>
 <li>
 Track KPIs such as response time, resolution rate, and customer satisfaction.
 </li>
 <li>
 
 Process Improvement:
 
 </li>
 <li>
 Identify gaps in processes and recommend improvements.
 </li>
 <li>
 Collaborate with other departments to enhance customer experience.
 </li>
 <li>
 
 Reporting:
 
 </li>
 <li>
 Prepare and present performance reports to management.
 </li>
 <li>
 Analyze trends and implement corrective actions where needed.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Skills:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree or equivalent experience in customer service or operations.
 </li>
 <li>
 7+ years of experience in customer service, with at least 2 year in a supervisory role.
 </li>
 <li>
 Strong leadership, communication, and problem-solving skills.
 </li>
 <li>
 Proficiency in CRM tools and telephony tools.
 </li>
 <li>
 Ability to work in a fast-paced environment and manage multiple priorities.
 </li>
 </ul>
 
 
 
 
 
 Key Competencies:
 
 
 <ul>
 <li>
 Customer-centric mindset
 </li>
 <li>
 Team leadership and coaching
 </li>
 <li>
 Analytical and decision-making skills
 </li>
 <li>
 Conflict resolution and negotiation
 </li>
 </ul>
 
 
 Job Title: Customer Service Team Lead
 
 
 
 
 Location:
 
 Hyderabad
 
 
 
 Reports To:
 
 Incharge - Customer Service
 
 
 
 
 
 
 Role Overview:
 
 
 
 The Customer Service Team Lead is responsible for supervising and guiding a team of customer service representatives to ensure exceptional service delivery, operational efficiency, and adherence to company standards. This role involves managing day-to-day operations, resolving escalations, and driving continuous improvement in customer experience.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 
 Team Management:
 
 </li>
 <li>
 Lead, coach, and motivate a team of 30 customer service representatives.
 </li>
 <li>
 Monitor performance and provide regular feedback and training.
 </li>
 </ul>
 
 
</div>

Lead Customer Service Manager

Join NPCI BHIM and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

NPCI BHIM

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Lead Customer Service Manager