Team Leader – Customer Service/Retention

We are seeking a skilled and experienced Team Leader with a strong background in Customer Service and Retention to manage day-to-day operations and drive team performance. The ideal candidate will possess excellent leadership skills, a thorough understanding of customer service processes, and the ability to mentor and motivate a team to achieve key performance metrics.

Key Responsibilities:

• Team Management: Oversee daily operations, ensuring the team meets performance targets and delivers exceptional customer service.
• Coaching & Feedback: Conduct regular coaching sessions and provide constructive feedback to team members to enhance their skills and performance.
• Workforce Management: Ensure optimal staffing levels as per Workforce Management (WFM) guidelines across all processes.
• Client Metrics & SLAs: Drive key client metrics and Service Level Agreements (SLAs) within the team, ensuring targets are consistently met.
• Shrinkage & Attrition Management: Monitor and manage shrinkage and attrition at the team level, implementing strategies to minimize both.
• Client Interaction: Attend operational or quality meetings as per client schedules and maintain strong communication with stakeholders.
• Compliance & Process Adherence: Ensure team adherence to organizational processes and compliance guidelines, including those from Governance, Risk, and Compliance (GRC) and Quality Management Systems (QMS).
• Mentorship: Mentor and assist new hires, providing them with the necessary support and guidance during their onboarding process.
• Escalation Handling: Manage escalations effectively, utilizing comprehensive process knowledge to resolve issues promptly.
• Issue Reporting: Report any deviations or challenges to leadership and relevant departments promptly and take appropriate action.
• Proactive Communication: Keep the manager informed of any challenges or obstacles that may impact team performance.

Process Knowledge:

• Domain Expertise: Strong understanding of customer service processes, policies, procedures, confidentiality, and business ethics.
• Customer Types: Familiarity with different customer types and their service eligibilities.
• MIS & Analysis: Generate Management Information System (MIS) reports and provide insights to the business.

Product Knowledge:

• Product Entitlements: Thorough knowledge of product entitlements and service offerings.
• Issue Resolution: Ability to resolve sales and refund inquiries, understand McAfee product features, perform basic installation/uninstallation procedures, and provide customer account information.
• Product Workflows: Proficient in product-specific workflows and support scopes.

Technical Competencies:

• Computer Proficiency: High proficiency in using computers, including CRM systems and other relevant applications.
• Operating Systems: Basic knowledge of operating systems like Windows.
• Mobile Platforms: Familiarity with mobile platforms and market trends.
• Web Browsers: Basic understanding of web browsers, such as MS Internet Explorer.

Soft Skills:

• Communication: Strong oral and written communication skills in English, essential for internal and external interactions.
• Leadership: Ability to lead, motivate, and drive team performance, even in high-stress situations.
• Client & Customer Experience: Demonstrated ability to enhance client and customer experience through adherence to operations, quality, and compliance frameworks.
• Stress Management: Capable of performing effectively under pressure, maintaining a high standard of service delivery.

Mandatory Requirements:

• Domain Command: Demonstrated expertise in the customer service/retention domain, with the ability to provide timely resolutions.
• Client & Customer Satisfaction: Sound understanding of key metrics to achieve 100% customer satisfaction.
• Excel & Email Communication: Proficiency in Excel and email communication for reporting and client interactions.