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Customer Support-Team Lead

7.00 to 10.00 Years   Kolkata   03 Jan, 2023
Orcapod Consulting Services Pvt Ltd
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Customer Support-Team LeadJob descriptionWe have opening in one of the good MNCJob Title- Customer support role (Voice and Chat process)Designation- Team LeadRoles and responsibilities:Executes production plan within financial parameters.Ensure that the areas quality/service goals and deadlines are met. Prepare Q/C checks and sampling of workload to help improve quality and accuracy of output.Accountability for program SOPs, reviewing program policies, area metrics, suggestions, practices, and work processes, recommending improvements in productivity and services to customers and clients.Become a Subject Matter Expert (SME) via performing the duties and responsibilities of all the jobs within program, so as to be able to help meet surge, contingency, and emergency situations. Customer Relations/Problem Resolution:Handle escalated complex, urgent, and/or more sensitive inquiries and problems from area staff originating from parents, students, institutions, clients, and/or other staff in a timely manner.Assist area staff in resolving inquiries or problems in progress, by providing hands-on training and/or guidance.Conduct investigations and make recommendations to resolve complex problems requiring interactions with other areas of Supply Chain Operations (Accenture), including Program Direction, SR&T, OTI, Governance, Call Center and SSD. Managing & Reporting MetricsActively manages workload inventory thru the appropriate use of metrics.Prepares the daily operating report, conducts daily review meetings, posting and reviewing daily metrics and individual quality performance metrics. Resource Allocation: Planning/Staffing/SchedulingCreate and own annual program scheduleDirectly manages program workloads and resources to ensure timely achievement of all SLAs.Develops (with manager assistance) and executes production plans for all assigned programs and tasks.Effectively negotiates for appropriate level of resources. Process Improvement:Assist manager in the review of publications, forms, screens, documents, letters, and other communications with customers, as well as disaster recovery documents and provide feedback for redesign, reduction, elimination, and other input as appropriate. Coaching/Staff Development:Provide effective and timely feedback to staff as appropriateWe are looking for immediate joiner only

Keyskills :
customer servicecustomer supportinternational voice processteam leading skills

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