TeamViewer GmbH Hiring for Team Leader – Customer Service at India Full Time

Company Description

About Apertum Online – Apertum Online is a leading B2B technology service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry.

Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.

Job Description

Role Purpose

• To manage the assigned team dealing with Social Media, Web Chat and E-mail by providing leadership and guidance
• To ensure provision of quality customer service in the Company

Reports to – Customer Experience Manager

Key Responsibilities

• Enable staff to achieve their performance targets, identify training and development requirements, and manage disciplinary issues
• Provide effective management of all escalated issues and continuous improvement of business processes
• Document recommendations and ensure implementation leads to improved performance
• Provide and implement an effective coaching methodology and process by understanding each CCR’s performance driver and helping them to implement new actions that improve their performance
• Team Motivation

Key Performance Indicators

• Communicate agreed performance standards and targets
• Measure individual performance against standards and targets
• Design action plans to close any performance gaps
• Provide monthly recommendations and demonstrate improvement in performance on statistical basis
• Implement performance investigations and disciplinary steps where necessary
• Develop creative coaching methodology
• Implementing coaching plans
• Ensure all coaching documentation is updated and centrally accessible
• Ensure that all relevant information of all staff members is fully updated on centralized folders
• Ensure policies, procedures and processes are completely understood by all CSRs
• Ensure conformity to the policies, procedures and processes
• Develop motivation plans for the team and contribute to the wider company plans to improve staff well being
• Analyze team’s performance basis their login and logout time, productivity, efficiency, leaves management etc.
• Working on various reports such as agent performance, top queries, CSAT, Quality score

Qualifications

Skills and Qualification Requirements

• Minimum Bachelor’s degree from any stream
• At least 4 years working experience in a customer service environment of which 1 year must have been in management or supervisory role
• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills
• Mentoring/coaching skills/experience
• Excellent interpersonal skills
• Leadership skill
• Training skills
• Problem solving and decision-making skills
• Flexible to work in rotational shifts
• Available during holidays to manage crisis like situation