Invicta eSolutions Private limited Hiring for Customer Service Team Leader at Bangalore Full Time

Requirements

• · Outstanding communication and interpersonal skills.
• Should hold a graduation degree with a proven experience as call center manager or similar position, minimum 3 years experience in customer service is required.
• Knowledge of ticket handling process & matrices ( FRT, Csat % etc.).
• Knowledge of performance evaluation and customer service metrics like SL, AHT,NPS, Repeat calls, Productivity etc.
• Proficient in MS Office and call center equipment/software programs.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc).
• Excellent organizational and leadership skills with a problem-solving ability.

Job Description

• Develop objectives for the call center’s day-to-day activities.
• Customer first approach, escalation management, should work towards improving customer experience by highlighting customers pain point and drive initiatives to streamline processes reducing escalations.
• Forecast & Manpower planning based on business needs, lead projects to drive efficiency and improve customer experience.
• Address operational issues and concerns in a timely fashion.
• Supervise operations team to ensure operational excellence and excellent customer services.
• Educate operations team on best practices, company policies and service excellence standards.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze call-center statistics (costs, customer service metrics, etc.
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Develop and maintain operational guidelines for staffs.
• Oversee operational cost, risk and audit activities.
• Assist in interviewing, recruiting, training, performance evaluation, promotion and termination activities.
• Determine staffing requirements, work assignment and schedules for new projects

Job Type: Full-time

Salary: Up to ₹1,000,000.00 per year

Schedule:

• Day shift

Supplemental Pay:

• Commission pay

Experience:

• total work: 2 years (Required)

Language:

• English (Required)
• Hindi (Required)

Speak with the employer
+91 8983173556