Senior Team Leader Jobs in Patna - RailRecipe

POSITION PURPOSE

The Senior Team Lead is responsible for the daily supervision of the day-to-day activities of the customer care contact centre team; ensuring the Team Leaders are meeting their responsibilities and Customer Care, Executive are providing world-class customer service support.

ESSENTIAL POSITION FUNCTIONS

• Provide additional leadership, support and call centre oversight during morning or evening hours of operation based on operational needs.
• Inspire, motivate and lead customer care contact centre team members to perform at their highest level handling all customer care contacts in a timely, efficient and knowledgeable manner.
• Provide daily direction and communication to the customer care team, creating and maintaining a high-quality, professional and fun work environment.
• Provide workforce management support including but not limited to; 1) Monitoring real-time queue and adjusting back-office work needs to ensure inbound customer calls are handled as a priority 2) In coordination with the Workforce Manager, provide real-time staffing adjustments based on call volume (asking for volunteers to stay longer or leave early).
• Provide real-time support answering questions for the customer care team on how to properly handle customer contacts.
• Escalation point of contact during any outages and responsible for escalating to Manager and other Departments as necessary
• Responsible for opening and closing procedures and handling escalations for issues impacting the contact centre such as outages, weather or other site-level emergencies.
• Monitor staff performance by observing all communication channels to ensure the world-class quality of service.
• Manage team and individual performance to ensure key metrics are being met through coaching, continuous improvement and performance evaluations.
• Empathetically respond to employees who experience work and/or personal problems, providing appropriate coaching, direction and resolution; appropriate judgment in upward communication in escalating or sharing information with Contact Center Supervisors, Manager, Director of Human Resources is of utmost importance.
• Monitor and manage Outlier reporting, coaching and follow-up requirements.
• Provide back-up for all order processing/customer service functions during high volume times of days; peak and off-peak weeks.
• Assist in professional development and training and continuous education.
• Complete and/or coordinate department projects as assigned.
• Provide continual evaluation of processes and procedures and suggest methods to improve area operations, efficiency and service to both internal and external customers.

PERIODIC OR SECONDARY POSITION FUNCTIONS

• Assist in maintaining department records.
• Represent the RailRecipe- Amiure International Contact Center on assigned task forces and projects.
• Assist in other office support areas as assigned.

The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.

SUPERVISORY RESPONSIBILITIES

This job is responsible for providing daily direction to the contact centre team and assigned team members.

COMPETENCIES

• Excellent communication skills.
• Intrinsic desire to help people and be an employee advocate.
• Strong customer service skills.
• Strong organizational skills.
• Excellent problem solving and analysis skills.
• Strong computer skills and experience with Microsoft Office products.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent. Associate degree in related field preferred.
• One year of supervisory experience is required.
• 2-3 years of progressively responsible experience in a customer service role.
• Previous experience in a contact/call centre preferred.
• Experience in training helpful.