Customer Success Team Lead

At Reach, we believe that being totally dedicated to a happy customer experience is vital. Whether a customer gets the answer they want or not, we strive to make sure they always feel taken care of.

We are looking for a call centre lead to help us supervise and manage our call centre employees and activities. You will be required to oversee the happenings of the call centre and ensure it is functioning at its best capacity to help our customers.

Your role as our Customer Success lead will consist of the following responsibilities:

• Single point of contact for company regarding all resources.
• Assign tasks to the employees and assess their performance.
• Training of new employees
• Take over calls whenever required and handle heavy duty days.
• Assess performances with metrics like chats/calls left waiting, chats/calls missed, etc.
• Create a standard script for employees to refer, if needed.
• Prepare performance reports regularly (weekly, monthly, annually)
• Report any issues to the management.
• Motivate the staff and maintain optimum performance in the center.

Qualifications:

• Any bachelors degree is acceptable.
• 4+ years of experience as call centre supervisor or similar supervisory positions.
• Excellent written and verbal communication skills
• Ability to foster and maintain relationships
• Organizational skills with the ability to manage numerous projects and priorities at once
• Positive and service-oriented attitude
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Basic computer skills and excellent phone disposition

Expected Hours:

This requirement is for US day time as India team supports US operations 24/7. This means the shift timing would be between 6:30 pm IST (or 7:30 pm IST when daylight savings are on in US) to 6:30 am IST (or 7:30 am IST during US daylight savings) for a budgeted 40 hours per week, with approximately 8 hours each day on an average. The person should be flexible to work during these hours, with possibilities of working even between 12 am IST (midnight) to 7:30 am IST. The shift timing can change on a day to day basis, as per the schedules and requirements of the Company.