Job Description

Role:

We are seeking an experienced and highly motivated Team Lead to oversee our Inbound Customer Support team for Europe region. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Job Responsibilities:

Handle inbound customer queries and concerns through voice and email channels, ensuring prompt and effective resolution.
Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.

Criteria:

Any Graduate or 10th + 12th + 3 year Diploma.
A minimum of 4 years of overall experience, including at least 1 year of experience as a Team Lead in an international inbound call center.
Strong problem-solving and analytical skills, with the ability to identify, analyze and resolve complex issues.
Proficiency in using customer support tools, systems, and applications

Shifts timings: