Customer Support Team Lead Desired Skill sets : Procurement Operations Job Description : Roles and Responsibilities : - Champion opportunities to consistently improve customer experience. - Drive customer retention, reduce churn and increase customer satisfaction - Lead a high-performance team of customer support representatives - Build a reward and recognition program for the support team - Create programs that rewards performers, coaching and development plan for non - performers - Meet Customer Support and agent metric targets consistently - Collaborate with extended teams to meet team performance metricsKey Result Areas : - Meet agent metrics as per targets, create glide path with plan as applicable - Ensure hygiene metrics like staffing, shrinkage, login - logout schedules are met - Keep attrition at permissible numbers, ensure back fills are done in time - Employee development plans that cover performance appraisal, career path planning - Drive team engagement and motivation through various programsRequirements : Desired Candidate Profile : - 3-5 years of experience in customer support roles, with min 1-2 years of people management experience - Customer centrality, eagerness to learn, built from the ground up will be an added advantage - Adept with working of CRMs, different customer support centre tools, Workforce management understanding, planning, and scheduling will be required - Ability to provide feedback, build coaching and development plans - Preparing performance reports - Data driven and hands-on approach - Excellent communication, presentation, and interpersonal skills

Bangalore

Thoucentric - Team Lead - Customer Support 

Thoucentric - Team Lead - Customer Support  ,Job Description for Thoucentric - Team Lead - Customer Support  in Thoucentric Technology Private Limited in  Bangalore for (3-5) years of experience. Apply Now!

Job Description for Thoucentric - Team Lead - Customer Support  in Thoucentric Technology Private Limited in  Bangalore for (3-5) years of experience. Apply Now!