Tier 3 Production Support Specialist providing technical support in healthcare technology. Enhancing customer experience by addressing software - related inquiries and issues across the production environment.
IA
Hybrid Team Lead, Customer Care Center – Service
Posted 3 months ago
About the role
- Team Lead managing a customer care team of 13+ in Bangalore, overseeing performance and customer escalations. Driving productivity, training staff, and achieving departmental goals.
Responsibilities
- Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
- Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements
- Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals
- Successfully handle customer escalations and complaints
- Analyze daily, weekly and monthly reporting trends that relate to Customer Service
- Identify process breakdowns and recommend suggested resolutions
- Ability to prioritize assigned tasks
- Ability to communicate/educate staff with policies and procedures
- Achieve and/or Exceed Productivity/Quality Goal set by Department
- Manage and Execute action plans set forth to help achieve/exceed Departmental Goals
- Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals
- Complete ad-hoc projects when necessary
- Improve employee satisfaction and reduce attrition
- Supply timely report to direct reports
Requirements
- Graduate of Bachelor’s Degree
- Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals
- Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines
- Must be and an efficient communicator and problem solver with excellent written and verbal communication skills
- Proficient with Microsoft Application and have the ability to learn software applications.
- No documented disciplinary action in the past **12 months**.
- Should have an Appraisal rating of ‘’**Effective Performance**” or above in the last completed performance cycle.
- Should have completed **9 months** in the current role.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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