Job Title: Team Manager
Department: Customer Service
Reports to: Business Manager
Job Purpose:
To lead, inspire, and manage a team of Customer Service Advisors to ensure the achievement of all cost, customer service, trade partner, and revenue targets.
ACCOUNTABILITIES
- Lead and manage a team of Customer Service Advisors with a proactive, visible, and participative style to foster a strong team spirit.
- Oversee the performance management, attendance, and punctuality of the team to meet business needs and targets.
- Provide ongoing coaching and development to maximize team performance.
- Achieve departmental and team targets related to customer service, revenue, productivity, and cost of sale.
- Communicate relevant information or changes to procedures to the team to maintain service standards and operational performance.
- Maintain high standards of customer service to ensure customer confidence, satisfaction, and loyalty, and act as a role model for customer advocacy within the team.
- Serve as a technical expert within the team to resolve queries and issues.
- Analyze performance and business data to identify opportunities for improvements, efficiencies, and determine resource needs (rostering).
- Lead ongoing process and quality improvement initiatives through the implementation of new technologies and working methods.
- Participate in the recruitment and selection of Customer Service Advisors.
- Ensure all equipment functions properly and protect company property and documentation.
- Adhere to Health and Safety requirements within the team environment.
- Maintain data protection and confidentiality for both staff and customers.
- Commit to self-development to ensure up-to-date technical and product knowledge.
SKILLS AND KNOWLEDGE
- Educated to degree level or with equivalent business experience.
- Knowledgeable in the contact center environment.
- Understanding of performance management techniques.
- Ability to coach, train, and develop others.
- Capability to analyze and interpret business and performance information.
- Proficiency in implementing and managing change.
- Accountable for decision-making and working with minimal supervision.
- Strong focus on customer service and maintaining required standards.
- Excellent planning and organizational skills.
- Strong interpersonal skills with proven ability to communicate and influence others.
- Good understanding of contact center systems, products, and services.
- Natural leadership qualities with the ability to inspire and motivate a team.
- Excellent oral and written communication skills.
- Team player with basic recruitment and selection skills.
INTERACTION
Internal
- Daily contact with a team of Customer Service Advisors, Team Managers, and Managers (including Contact Centre Manager) and commercial teams as required.
- Ad-hoc contact with other internal departments as necessary.
External
- Maintain high standards of customer service for both inbound and outbound calls across all markets/functions to ensure customer confidence, satisfaction, and loyalty.
Education & Experience
- Any Graduate.
- Relevant experience managing a team in the contact centre industry (preferably in the travel sector).
- Direct customer service experience.
- Experience in the travel domain
Role: Operations Support - Other
Industry Type: BPO / Call Centre
Department: Customer Success , Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations Support
Education
UG: Any Graduate
Location-Noida , Gurugram
Exp-4 - 9 years
Salar-8-9 Lacs P.A.