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31 Ocube Services Jobs
Team Leader
Ocube Services
posted 3+ weeks ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Supervise and coach a team of Customer Service Representatives (CSRs), providing guidance, support, and performance feedback.
- Monitor team performance metrics (e.g., call handling time, first call resolution) and take corrective actions as needed to meet service level agreements (SLAs).
- Conduct quality assurance reviews and call monitoring to ensure adherence to company policies and service standards.
- Coordinate training sessions and workshops to enhance team skills and knowledge in customer service techniques and product knowledge.
- Implement efficient call routing and escalation procedures to minimize wait times and resolve customer issues promptly.
- Provide technical assistance to CSRs on complex customer inquiries or system issues.
- Prepare and analyze reports on call center performance, identifying trends and areas for improvement.
- Build strong relationships with customers and address escalated customer concerns or complaints.
Bachelor s degree in Business Administration, Communications, or a related field (or equivalent experience)
Years & Nature Of Experience 3-5 years of experience in call center operations, with at least 1-2 years in manager or team lead role.
Core Competencies
- Focus on achieving operational goals and meeting performance targets.
- Ability to adapt to changing business needs and customer demands.
- Sound judgment and decision-making skills, especially in high-pressure situations.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Skill in managing conflicts and resolving disputes among team members or with customers.
Technical Skills
- Proficiency in call center software and CRM systems (e.g., Salesforce, Zendesk, Freshdesk).
- Knowledge of telephony systems and call routing technologies.
- Familiarity with troubleshooting technical issues related to customer service operations.
Soft Skills
- Communication: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and effectively.
- Leadership: Strong leadership skills with the ability to motivate and inspire a team.
- Problem-Solving: Effective problem-solving abilities to resolve issues and improve operational efficiency.
- Customer Focus: Commitment to delivering exceptional customer service and maintaining customer satisfaction.
- Team Management: Ability to manage and develop a diverse team of customer service professionals
Employment Type: Full Time, Permanent
Read full job description
What people at Ocube Services are saying
Team Lead salary at Ocube Services
reported by
5
employees
with 1-3
years exp.
₹3.6
L/yr - ₹4.8
L/yr
54%
less
than the average Team Lead Salary in India
View more details
What Ocube Services employees are saying about work life
based on 67 employees
Strict timing
Monday to Saturday
No travel
Day Shift
Ocube Services Benefits
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