Team Leader - Client Relationship

The job involves :

1. Providing quality and efficient customer service to customers through daily management of a team of upto 30 employees to include hiring, motivating, recognizing and rewarding, coaching, training and problem solving

2. Assist Team Manager with development, process improvement, analysis and implementation of efficiency or quality initiatives

3. Monitor resource utilization & performance

Role & Responsibilities :

1. Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to deliver to Organization goals of Service standards and Productivity standards

2. Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.

3. Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees

4. Assisting Team Manager with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing, training and scheduling issues

5. Effectively manage customer escalations

6. Ensure complete participation and contribution in organization/process level initiatives (e.g. FTR Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to improve quality and efficiency

7. Be available for employees that experience work and / or personal problems providing appropriate coaching, counseling, direction and resolution.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.