Trading Support Specialist at Cargill assisting merchants with rail contracts execution and customer service. Coordinating with accounting to ensure timely contract application and resolution of issues.
IA
Hybrid Team Lead, Customer Care Center – Service
Posted 6 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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