Customer Experience Team Leader

BP

Pune, India
Hybrid
Omni-channel customer support management
Performance management and improvement
Team leadership and development
Lead frontline customer service representatives across an omni-channel operation, ensuring effective team management and performance

Job Summary

  • Lead frontline customer service representatives across an omni-channel operation, ensuring effective team management and performance.
  • Drive continuous improvement by identifying actionable insights from day-to-day operations and fostering an open, empathic culture.
  • Accountable for maintaining connectivity with supported businesses, sharing best practices, and ensuring high-quality customer interactions.

Matching Summary

Lead frontline customer service representatives across an omni-channel operation, ensuring effective team management and performance.

Skills & Requirements

Must-have

  • Omni-channel customer support management
  • Performance management and improvement
  • Team leadership and development
  • Continuous improvement initiatives
  • Customer relationship management

Nice-to-have

  • Agile methodology promotion
  • Digital delivery expertise
  • Building open and empathic culture
  • Global thinking and collaboration
  • Interpersonal strategic objectives achievement

Key Requirements

  • 10+ years in Customer Service industry
  • 6-8 years people management experience
  • Experience managing omnichannel operations
  • Proven experience coaching high performing teams
  • Bachelor's degree

Work Rights

Not specified

Tailored Resume

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