Oversee a team of agents providing multi-channel customer support, ensuring service excellence, team engagement, and operational performance aligned with KPIs
Job Summary
Oversee a team of agents providing multi-channel customer support, ensuring service excellence, team engagement, and operational performance aligned with KPIs.
Act as a coach, mentor, and problem-solver, supporting agents in complaint handling, order and return processing, and customer satisfaction improvement.
Enhance employee and customer service through structured and optimized processes, handling queries from employees, customers, and vendors while ensuring seamless, personalized interactions.
Matching Summary
Oversee a team of agents providing multi-channel customer support, ensuring service excellence, team engagement, and operational performance aligned with KPIs.
Skills & Requirements
Must-have
Multi-channel customer support leadership
Team coaching and problem-solving
Operational performance aligned with KPIs
Call centre operations background
SAP and Salesforce utilization
Nice-to-have
Employee and customer service enhancement
Structured and optimized processes
Dynamic team contribution
Key Requirements
7 to 11 years of experience
Any Graduation
Experience in Supervisory or team lead role
Proven experience in leading customer support teams across multiple channels