Customer Service Team Lead

Job DescriptionTo motivate, develop and mentor team members in a dynamically changing environmentEnsure adherence to the process deliverable (SLA's)Governance on daily shrinkage and attritionWork closely with all support function teams.Monitor projects/transactions and provide qualitative/constructive feedback to the team members/SMEs.Perform regular audit checks on client defined compliance requirementsAnswer operations related queries from the client.Drive process performance to achieve and exceed SLA deliverable.To create a conducive and stimulating environment for the teams to accomplish their goals.Manage expectations of his/her team members and proactively should be able to sense their needs.Represent the organization and participate in client visits and reviews.Ability to drive process, performance & transformationMaintain delivery dashboards with analysisTo be a part of the client calibration call to have better understanding of the processPreferred CompetenciesDomain Experience: Customer Service in Retail or BFSI / Payments is added advantageChannel Experience: Chat or Email & Back Office or Blended (International Process)Work Experience: Min 3 Years or more in an international process with minimum 2 years of experience in Chat preferredExposure to Client Handling Shift: Rotational shiftsProcess Working Hours: 24x7 Attitude: Customer and Solution Centric, patient & empathetic, eye for detailTool/Application Experience: Reasonable understanding of working Microsoft Excel and Microsoft WordChange Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment. PRB