Lead customer care
ITP software India Pvt. Ldt
48 Months
800000
Jan 24, 2023
Roles and Responsibilities:
- Manage a team of 10 to 20 Customer Service Representatives and ensure meeting of all key metrics of performance as per the business-standard
- Responsible for day-to-day functioning/administrative work like maintenance of roster, production floor management, etc.
- Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the process or lateral movement
- Manage team performance and responsibility for the overall development of the team
- Manage team workload distribution and structure to ensure consistently good performance
- Manage and strengthen Client Relationship
- Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use customer service tools
- Managing the key performance metrics of Client SLAs
- Develop, maintain, trend, and report Key Performance Indicators
- Ensure effective management both in terms of business objectives and the personal and professional development of direct reports
- Drives continuous performance improvement for business results
- Ensure teams maintain a clean orderly work area through management tools and standards
- Establish action plans for improvement
- Lead and direct the workforce in problem identification, problem-solving, and implementation of continuous improvement measures
- Operate as a key contributor to the team to set standard work, audit standard work, and improve standard work while problem-solving and tracking
- Performs other duties as assigned by Stakeholders (Sales, Development, and Installation team)
Requirements:
- Bachelor’s degree
- Total of 5 years’ experience and with a minimum of 2 years of proven experience in a customer service lead position.
- Proficiency in Microsoft Office (MS word, Excel, Power Point) and customer service software (Freshdesk, Zoho, Jira etc).
- Working in ISP, Cable TV, ERP, Subscription management/Billing domain is an added advantage
- Experience in working on an IVR system like Kaleyra is preferred
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
ITP software India Pvt. Ldt
Visit WebsiteITP Software India Pvt. Ltd ITP, a market leader in India in its domain, with its robust technological backbone and efficient technology platform that manages the needs and provides solutions to its customers in India, is now proposing to expand its global footprint. ITP, in its endeavour to expand across multiple geographies in the world, is looking at Middle East, Africa, APAC, UK & Europe and the Americas and has a completely new entity that takes care of the needs and offers services to its global customers. It doesn’t matter how long one has anyone been in the play in the ever-evolving age of technology. Google wasn’t there 20 years ago and Facebook is a recent giant. We are not trying to recreate a revolution as of now, but we are sure we assert our position in the global market sooner than later. We are raring to go. We service over 200+ customers, mostly in India, and abroad. Our software solutions are intended at providers of DTH, DTT, Cable TV, MSO, OTT, IPTV, ISP’s and Multi Play services. With the expertise, we’ve developed, we can withstand the challenge of dynamic global market trends and technology upgrades, as well as deliver solutions which completely fit the customer’s needs.