Customer Care - Team Lead
TCS · Pune
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 423800
Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.
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Collected role description
Responsibilities: Ø Lead team of 15-20 agents/ inbound & outbound customer service/sales call center executive. Overall process management. Ø Maintain KPIs as per Service Level Agreement (SLA). Ø Effective Performance Planning for Self & Team. Ø Motivating and inspiring team to surpass their potential. Ø To provide Coaching & Feedback to the executive. Ø Creating sense of ownership within employees and resolve their issues. Ø Handling escalations calls, queries, complaints for Customers & Client. Ø Call listening/handling per Process requirement. Ø Prepare and present team performance to Internal & External stakeholders. Ø To identify BQM and prepare action plan and work along with Ops Manger for driving performance. Knowledge/Experience: Ø At least 4+ years of experience into General/Life Insurance Customer Service. Ø At least 2 years of team management experience Ø Should have handled team of at least 15 FTEs Technical Skills Ø Excellent skills in MS Excel Office Ø Preferable knowledge in Life Insurance business <span style="mso-bidi-font-size:10.0pt;font
Collected minimum qualification
BACHELOR OF COMMERCE
Collected experience requirement
3 - 8 Years