Team Lead, Customer Care Center – Service
International Luxury Hotel Association
full-time
Posted on:
Location Type: Hybrid
Location: Bangalore • 🇮🇳 India
Visit company websiteJob Level
Senior
About the role
- Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
- Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements
- Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals
- Successfully handle customer escalations and complaints
- Analyze daily, weekly and monthly reporting trends that relate to Customer Service
- Identify process breakdowns and recommend suggested resolutions
- Ability to prioritize assigned tasks
- Ability to communicate/educate staff with policies and procedures
- Achieve and/or Exceed Productivity/Quality Goal set by Department
- Manage and Execute action plans set forth to help achieve/exceed Departmental Goals
- Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals
- Complete ad-hoc projects when necessary
- Improve employee satisfaction and reduce attrition
- Supply timely report to direct reports
Requirements
- Graduate of Bachelor’s Degree
- Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals
- Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines
- Must be and an efficient communicator and problem solver with excellent written and verbal communication skills
- Proficient with Microsoft Application and have the ability to learn software applications.
- No documented disciplinary action in the past **12 months**.
- Should have an Appraisal rating of ‘’**Effective Performance**” or above in the last completed performance cycle.
- Should have completed **9 months** in the current role.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
team managementperformance reviewsdata analysisprocess improvementproject managementcustomer serviceproductivity goalsquality goalsreporting trendstask prioritization
Soft skills
leadershipcommunicationproblem solvingmotivationcollaborationorganizationtime managementemployee satisfactionconflict resolutionadaptability
Certifications
Bachelor's DegreeEffective Performance Appraisal