Location: Gurgaon

Experience:

Overall: 5+ years

Relevant Experience as Team Leader: Minimum 2 years (on paper)

Customer Service Executive ( minimum 3 months of Experience)

Key Responsibilities:

- Lead and manage a team of customer support representatives for PhonePe's premium process, ensuring service excellence and high-quality customer interactions.

- Supervise day-to-day operations, ensuring that the team meets performance metrics such as quality, productivity, and adherence to service levels.

- Act as a point of escalation for complex customer queries and resolve issues promptly to ensure customer satisfaction.

- Provide coaching, feedback, and performance reviews to team members to enhance their skills and support their professional development.

- Monitor team performance and generate reports to track performance against KPIs.

- Develop strategies to optimize workflows and improve team efficiency.

- Collaborate with senior management to ensure alignment with business objectives and continuous process improvements.

- Work with HR to handle recruitment, onboarding, and training of new team members.

- Ensure adherence to company policies, compliance requirements, and service guidelines.

Required Skills:

- Excellent communication skills - both written and verbal.

- Strong leadership and people management abilities, with a proven track record of driving team performance.

- Experience in handling customer escalations and issue resolution.

- Ability to manage a high-performance team in a fast-paced, dynamic environment.

- Strong analytical skills to track and interpret team metrics and performance data.

- Ability to multitask, prioritize tasks, and manage time efficiently.

- Strong conflict management and decision-making skills.

- Tech-savvy and comfortable using customer service tools, CRM systems, and software.

Educational Requirements:

Graduation is mandatory.

Working Conditions:

Six-day work week with rotational shifts and rotational week off.

Flexibility to adapt to shifting business needs and support a dynamic work environment.

Notice Period:

Immediate joiners preferred or a maximum of 10 days notice period