Ltd is one of Indias largest consumer internet companies and the most trusted matrimony brand in the world with a strength of over 3500 associates in India and abroad. We are Indias first consumer Internet Company to get listed with market capitalization of more than Rs.2000 Crores.
provides both matchmaking and marriage related services through websites mobile sites and mobile applications and is also complemented by 130 company owned retail outlets. Its flagship products are Bharat Matrimony Community Matrimony and Elite Matrimony in the matchmaking business with over 5 million active members availing our services. With a strong leadership in matchmaking has been expanding into highly unorganized $ 55 billion marriage services Industry. Our goal is to build a billion dollar revenue company as a long lasting institution with a legacy for the generations to come. Our offerings in the marriage services business are and
Department Overview
Customer Service department provides professional and high-quality assistance to customers of throughout the customer life cycle.
Role Overview
Ideal candidate would be someone who can lead our representatives to better performance and improve service quality. The call center leader will assist in establishing call center objectives provide representatives with opportunities to expand their knowledge of services products and troubleshooting techniques analyze call center data and focus on improving performance and processes to better support customers. Should have exceptional communication interpersonal and customer service skills as well as comprehensive knowledge of company policies and offerings. The ideal candidate would be responsible for handling customer grievances and queries efficiently and ensure timely resolution by coordinating with the cross- functional departments also using the opportunity to pitch in for sales wherever possible. The Team Lead should be a subject matter expert evidenced by exceeding all productivity and quality goals.
Key Responsibilities
Work closely with the team motivating and coaching them
Manage day-to-day line activities prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs reducing Repeats increase FTR & OCR.
Aware of key matrices like AHT CSAT quality score shrinkage attrition
Handling escalated calls complaints questions and queries as necessary.
Carrying out team meetings and actively participating in the monthly and weekly meetings.
Audit employee calls tickets and provide both documented and verbal feedback on the improvement areas
Answering representatives questions guiding them through difficult calls or issues diffusing angry customers or handling issues that cannot be fielded by representatives
Ability to interact with the customers directly and take ownership to resolve an issue on behalf of a team member.
Looking constantly for development as well as continuous improvement for the entire team.
Monitoring organizing and coaching team on a day-to-day basis.
Documenting general reports on each team members performance and targets as well as ensuring that they exceed the targets.
To drive the sales
Identifies the root cause for customer complaints and works with the management to provide appropriate solution and avoid repeat complaints.
Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time
Ensure desired output in terms of Productivity Quality CSAT ASAT
Skill and Competencies
Multilingual fluency (minimum 1 regional languages and English)
Interpersonal Skills - Ability to patiently handle diverse customers & easily connect with them
A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customers issues.
Passion to learn - Ability to acquire in depth Process/product knowledge
Knowledge of performance evaluation and customer service metrics
Problem solving ability
Influencing skills demonstrated experience in influencing internal/external customers towards a win-win situation.
Customer focus & able to display a strong sense of urgency
Ability to work effectively in high stress situations
Dealing with complexity analysing information and implementing the companys vision of customer obsession.
Education and Experience
Graduation and above
Minimum 3-5 years of proven relevant experience in team handling of minimum 25-30 FTEs primarily in inbound contact centre.
Additional experience in email chat social media or escalation desk would be given preference
Ability to handle multiple queues of inbound outbound.
Proficiency in MS-office
Job Location
Chennai
JD Last Update
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JOB DESCRIPTIONJob CodeBand: 2Level(s):Designation TitleTeam LeaderRoleReporting toManager / Sr. Manager / AGMAbout Us Ltd is one of Indias largest consumer internet companies and the most trusted matrimony brand in the world with a strength of over 3500 associates in India and abroad. We are Indias...
JOB DESCRIPTION
Job Code
Band: 2
Level(s):
Designation Title
Team Leader
Role
Reporting to
Manager / Sr. Manager / AGM
About Us
Ltd is one of Indias largest consumer internet companies and the most trusted matrimony brand in the world with a strength of over 3500 associates in India and abroad. We are Indias first consumer Internet Company to get listed with market capitalization of more than Rs.2000 Crores.
provides both matchmaking and marriage related services through websites mobile sites and mobile applications and is also complemented by 130 company owned retail outlets. Its flagship products are Bharat Matrimony Community Matrimony and Elite Matrimony in the matchmaking business with over 5 million active members availing our services. With a strong leadership in matchmaking has been expanding into highly unorganized $ 55 billion marriage services Industry. Our goal is to build a billion dollar revenue company as a long lasting institution with a legacy for the generations to come. Our offerings in the marriage services business are and
Department Overview
Customer Service department provides professional and high-quality assistance to customers of throughout the customer life cycle.
Role Overview
Ideal candidate would be someone who can lead our representatives to better performance and improve service quality. The call center leader will assist in establishing call center objectives provide representatives with opportunities to expand their knowledge of services products and troubleshooting techniques analyze call center data and focus on improving performance and processes to better support customers. Should have exceptional communication interpersonal and customer service skills as well as comprehensive knowledge of company policies and offerings. The ideal candidate would be responsible for handling customer grievances and queries efficiently and ensure timely resolution by coordinating with the cross- functional departments also using the opportunity to pitch in for sales wherever possible. The Team Lead should be a subject matter expert evidenced by exceeding all productivity and quality goals.
Key Responsibilities
Work closely with the team motivating and coaching them
Manage day-to-day line activities prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs reducing Repeats increase FTR & OCR.
Aware of key matrices like AHT CSAT quality score shrinkage attrition
Handling escalated calls complaints questions and queries as necessary.
Carrying out team meetings and actively participating in the monthly and weekly meetings.
Audit employee calls tickets and provide both documented and verbal feedback on the improvement areas
Answering representatives questions guiding them through difficult calls or issues diffusing angry customers or handling issues that cannot be fielded by representatives
Ability to interact with the customers directly and take ownership to resolve an issue on behalf of a team member.
Looking constantly for development as well as continuous improvement for the entire team.
Monitoring organizing and coaching team on a day-to-day basis.
Documenting general reports on each team members performance and targets as well as ensuring that they exceed the targets.
To drive the sales
Identifies the root cause for customer complaints and works with the management to provide appropriate solution and avoid repeat complaints.
Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time
Ensure desired output in terms of Productivity Quality CSAT ASAT
Skill and Competencies
Multilingual fluency (minimum 1 regional languages and English)
Interpersonal Skills - Ability to patiently handle diverse customers & easily connect with them
A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customers issues.
Passion to learn - Ability to acquire in depth Process/product knowledge
Knowledge of performance evaluation and customer service metrics
Problem solving ability
Influencing skills demonstrated experience in influencing internal/external customers towards a win-win situation.
Customer focus & able to display a strong sense of urgency
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