Customer Success Senior Lead

• Supervise a team of Customer Success Specialists offering direct mentorship and support.
  
• Responsibilities include monitoring attendance conducting training and sidebyside sessions delivering constructive feedback to aid in coaching and appropriately delegating tasks among
  
• team members. Accountability is upheld through KPIbased evaluations.
  
• Developing and implementing KPI (Key Performance Indicators) targets aligned with the team s tasks and workload and ensure that these targets are met.
  
• Effective timemanagement and multitasking skills. Has strong analytical and problemsolving skills.
  
• Proficient in scheduling and planning processes to ensure complete team coverage during
  
• business hours.
  
• Proactively monitor the team by ensuring they adhere to the process and taking appropriate actions to address performance related issues.
  
• Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledgebase).
  
• Exhibit strong written and verbal communication skills particularly in phone interactions where multitasking and prompt problemsolving are essential. Provide exemplary customer service resolving escalations efficiently and ensuring these are completed to satisfaction.
  
• Ability to thrive in a fastpaced environment.
  
• Work Hours is shifting Monday to Sunday anytime from 8am to 8pm Eastern Time
  
• Responsible for daytoday incident management service reporting and noncompliance interventions
  
• Work with OM in preparing allocation planning and capacity forecasting
  
• Work with the Operations Manager in creating Prime program initiatives to drive performance
  
• Accomplishes High Level responsibilities of the Team Leader
  
• Act as the default Operations Leader during the absence of Operations Manager
  
• First Point of Contact for Client Escalations
  
• Immediate contact of clients for instructions clarifications and issues that needs immediate attention
  
• Ensure compliance to procedures and policy guidelines encourage and motivate agents in a high pressure job environment
  
• Manage shrinkage & attrition for their respective teams as per the process and organizational goals.
  
• Act as liaison for both internal and external groups for program initiatives
  

• Coordinate with HR and Finance departments with concerns such as team members concerns that are directly impacting the employee HR and Finance
  
• Responsible in tracking the team attendance and leave consumption.
  
• Preparation and generation of Daily Weekly and Monthly Productivity Reports
  
• Provide immediate coaching to Associates (first level) for deescalation
  
• Facilitate Team Activities and Internal Program initiatives
  
• Ensure delivery and signoff of memos and policy guidelines to the team
  
• Immediate incharge of escalation whenever there are IT or any Technical issues
  
• Other administrative tasks analogous to the above.
  
• Adhoc tasks and deliverables as directed by the Senior Team Leader or Manager.
  
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Requirements

• Proven track record as a Team Leader
  
• Proven experience in customer service account management or client success roles.
  
• Excellent communication skills both verbal and written with the ability to effectively engage with clients at all levels of an organization.
  
• Minimum of 3 years of experience within a contact center environment as a Team Leader
  
• rofessional experience within the contact center/BPO industry
  
• Strong coaching and peopledevelopment skills through call listening and audits quality
  
• feedback etc.
  
• Strong organizational and time management abilities with a keen attention to detail and the ability to manage multiple priorities simultaneously.
  
• Ability to work independently and collaboratively within a team environment demonstrating initiative adaptability and a customercentric mindset.
  
• Ability to deal with demanding customers and escalations
  
• Energetic and motivating individual
  
• Creative thinker