Team Lead- Select service
- People Group
- 3 - 5 years
- Lucknow
- 2 months ago
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Job Description
Role As a Team leader, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Team Leader is the one who is a product expert and demonstrates exceptional communication, problem solving and customer service skills.
What you will do in this role
- Manage post-sales experience and service of premium members of Shaadi SELECT.
- Mentor and develop the team.
- Effectively manage shift operations.
- Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).
- Handling Escalation calls of Customers.
- Track Customer Satisfaction & ensure closure of complaints.
- Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
- Evolve more effective work process for improving customer interactions.
- Constantly monitor & review performance metrics for achievement of objective.
- To effectively manage Contact Centre operations for constant performance achievements.
- Identify relevant training needs of agents & ensure effective implementation.
- Interface with IT/HR/ Training/Quality in order to improve the teams Performance.
What you should have
- 4 years experience developing the above skills.
- Experience must include tele-marketing job.
- Should be familiar with effective objection handling.
- Extremely detail oriented and ability to organize.
- Bachelors Degree.
Job Classification
Industry: E-Learning / EdTechFunctional Area / Department: Customer Success, Service & Operations, Role Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: People GroupLocation(s): Lucknow
Keyskills: Customer Satisfaction Upsell Customer Experience Net Promoter Score Customer Retention Renewals Shrinkage CSAT Customer Operations Aht Attrition
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Shaadi.com, part of Anupam Mittal promoted People Group, is one of India's best known Internet brands and the worlds largest matrimonial service. It was founded with one simple objective - to provide a superior matchmaking experience to Indians all over the world. The company pioneered online matrim...
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