#HiringAlert #RMIndia is currently hiring for the below positions in #Trivandrum #Technopark:
Job Title:- Customer Service Team Lead/ Manager
Apply here:-https://careers.rm.com/jobs/3441?lang=en-us
Responsibilities:
We are looking for self-motivated and experienced Team Lead/Managers with excellent customer service & experience in leading a team of Customer service agents. These roles will be based within the Customer Services Department, working with other business areas to resolve customer queries, including inbound calls and e-mails presented from all sources and across a number of skillsets within defined SLA’s achieving all personal and team KPI’s and targets. You will have previous team management experience along with strong performance management experience and operational excellence.
You will have strong experience of:
- Leading a contact center team whose team provides support to international customers via phone and email.
- Being responsible for service and operational levels delivery to high standards
- Supporting, mentoring & coaching team members and new joiners
You Will be:
- The Subject Matter Expert for the team , especially around communicating with customers and stakeholders.
- Consistent in focusing on optimizing processes
- Strong in performance management and driving continual improvement projects
Qualifications:
Experience:
· 4+ years of overall industry experience preferably in the international Customer Service industry
· 3+ years of operations & people management experience (this role is managing direct team members to a high standard)
Mandatory Skillset:
- A graduate of any academic discipline
- Exceptional written and verbal communication skills, with the ability to converse fluently with international clients.
- Good team and stakeholder management skills
- Strong previous experience of performance management and customer service metrics
- Willing to work from our office Kerala working UK shift hours (12.30pm-9.30pm)