Position Description: We are looking for a qualified team leader-operations (Customer Support) to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating your team members on a daily basis. As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Ultimately, you should lead by setting a good example and engage the team to achieve goals. Responsibilities: - Improve customer service experience, create engaged customers and facilitate organic growth - Take ownership of customers issues and follow problems through to resolution - Set a clear mission and deploy strategies focused towards that mission - Develop service procedures, policies and standards - Keep accurate records and document customer service actions and discussions - Analyse statistics and compile accurate reports - Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment - Control resources and utilise assets to achieve qualitative and quantitative targets - Adhere to and manage the approved budget - Maintain an orderly workflow according to priorities - Create an inspiring team environment with an open communication culture - Set clear team goals - Delegate tasks and set deadlines - Oversee day-to-day operation - Monitor team performance and report on metrics - Discover training needs and provide coaching - Listen to team members' feedback and resolve any issues or conflicts - NPS and C-Sat Requirements: - Proven work experience as a team leader or supervisor - In-depth knowledge of performance metrics - Good IT skills, especially MS Excel - Excellent communication and leadership skills - Organisational and time-management skills - Decision-making skills - Degree in Management or training in team leading is a plus - Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager - Experience in providing customer service support - Excellent knowledge of management methods and techniques - Proficiency in English - Working knowledge of customer service software, databases and tools, especially Freshdesk - Ability to think strategically and to lead - Strong client-facing and communication skills - Advanced troubleshooting and multi-tasking skills - Customer service orientation - Degree in Business Administration, Marketing or related field

Pune

Wiggles - Operations Team Lead - Customer Support 

Wiggles - Operations Team Lead - Customer Support  ,Job Description for Wiggles - Operations Team Lead - Customer Support  in Sixth Sense Retail Pvt. LTD. (Wiggles.in) in  Pune for (5-8) years of experience. Apply Now!

Job Description for Wiggles - Operations Team Lead - Customer Support  in Sixth Sense Retail Pvt. LTD. (Wiggles.in) in  Pune for (5-8) years of experience. Apply Now!