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01/09 Jayakrishna
HR at Futurestep Recruitment Services Private Limited

Views:977 Applications:199 Rec. Actions:Recruiter Actions:52

Group Leader - Customer Solutions (15-20 yrs)

Bangalore Job Code: 1148753

- The Group Leader of Customer Solutions leads a team of Supervisors, Senior Agents and Agents, all dedicated to providing the highest level of customer service. This includes motivating, building, coaching and developing a group of Supervisors into becoming a highly responsive team that meets the required published performance standards.


- The Group Leader also participates in hiring, ensures supplemental QA and training programs are conducted for the team as needed, and administers disciplinary actions in accordance with HR Policies.


- The Group Leader manages all service levels. Additionally, they collaborate with Senior Group Leaders on ideas for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to Senior Group Leaders.


- Build, coach, and direct a team of Team Leaders and agents into a highly responsive team that meets the required published performance standards.


- Ensure that each direct report Team Leader is coaching, developing and communicating with their teams routinely and effectively by ensuring that Team Leaders are reviewing and communicating daily performance, quality, and attendance reports at the individual and team levels.


- Establish global relationships with other managers and business units, and support groups, throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes.


- Work with peer managers to leverage best practices, understand new trends and contribute to the implementation of workflow process improvements.


- Deliver against Departmental goals as agreed


- Participate in special projects as needed and perform other duties as assigned.


- Attend all necessary product meetings and provide valuable, timely, and effective feedback


- Support needs based initiatives through involvement in meetings, trainings, and coaching of Team Leader teams


Our world-class culture is something were proud of. Were committed to creating a thriving and inclusive workplace with great benefits including:


- ICICI Lombard Health Care medical plan


- Dental and vision


- Claims process


- Help with your medical plan


- Group personal accident insurance


- Group term life insurance


- Group critical illness insurance


- Business travel insurance


- Gratuity scheme


- Employee Stock Purchase Plan


- National pension scheme


- Time off and leaves


- Disability leave


- Employee Assistance Programme


- Manage stress


- Adoption assistance


- Childcare@PayPal


- Eldercare@PayPal


- PayPal Gives


- Healthy eating at PayPal


- Performance-based awards


- Educational Assistance Programme


- Telecommuting and flexi-work arrangements


- Family support


- Support for new parents


- Developmental assistance

Women-friendly workplace:

Maternity and Paternity Benefits

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