Customer Support Supervisor, Sales, Tier 1
Zentro Internet
Team Lead, Customer Care Center – Resolutions
International Luxury Hotel Association
full-time
Posted on:
Origin: • 🇮🇳 India
Visit company websiteJob Level
Senior
About the role
- Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
- Communicate company goal, safety practice and ensure all employees remain engaged.
- Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk.
- Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
- Conduct performance review and provide appropriate feedback to team members.
- Perform periodic audits to ensure performance standards are met.
- Accountable for daily operations in department.
- Resolve loans and delinquencies to enhance departmental cure rate% results.
- Aim and achieve high Quality & NPS/Stella results (Over and above the set target).
- Maintain high employee productivity and teams phone performance metrics.
- Partner with other department (WFM, Training, HR, Dialer, Facilities etc.).
- Identify process breakdowns and offer corrective suggestions.
Requirements
- Bachelor’s degree or equivalent of fifteen years of education is a must.
- Team handling experience is a must (manage 13+ team members).
- International voice experience is a must.
- Must be proficient in all Microsoft Applications.
- Good analytical and communication skills.
- Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
- Willingness to work call center shifts: Monday–Friday 8:00am–9:00pm EST and Saturdays 8:00am–5:00pm.
