Customer Support Role (0-6 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Key Responsibilities :- Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries daily- Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed- Partner with Human Resources and functional Leaders to formulate career progression / employee development plans- Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings- Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels- Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance- Coaching team members at all levels; development of poor performers whilst also inspiring top performers.- Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary- Participate in business-driven projects and initiatives- Understanding of metrics and ability to speak to spikes in volume and other outlier issues.- Manage team s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.-Shrinkage & Attrition management-Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.Requirements :- Minimum 1 year experience of team handling.
-Excellent mentoring, coaching and people management skills.- Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.- Familiarity with industry s rules and regulations.- Problem solving capacity and Strong decision-making abilities.- Experience in a service call center or transaction processing.- Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.- Proven ability to research and resolve complex, high-priority service issues in a timely manner.- Strong written and verbal communication skills.- Demonstrated ability to work directly with high-priority internal and external customers.- Experience of team handling- Should be flexible work in a 24/7 work environment with rotating weekly time off. (ref:updazz.com)

Payroll Type : Permanent