Team leader and Assistant Manager – Customer Service

Key Tasks

- Work towards Process Improvement, Individual Development Plan and Employee Satisfaction.

- Performance management of customer service executives and subject matter experts with routine audit of their work and documented feedback

- Guide SMEs (subject matter experts) on the production floor to improve process retention

- Drive continuous quality improvement to ensure customer satisfaction and delight.

- Meet daily targets and drive corrective actions, when applicable

Work with training team to help in maintaining of training content with all latest process and product updates for effective learning during new hire training and refresher sessions

- Plan rosters, shrinkage and leaves of team members to assure required service coverage

- Participate actively in planning and execution

Keyskills