Team Leader - Operations

Shaadi.Com

Akota, Vadodara

₹30,000 - ₹45,000 monthly*

Fixed

30000 - ₹40000

Average Incentives*

5,000

Earning Potential

45,000

You can earn more incentive if you perform well

Work from Office

Full Time

Min. 2 years

Good (Intermediate / Advanced) English

Job Details

Interview Details

Job highlights

89 applicants

Benefits include: PF, Health Insurance

Job Description

Overview - The Customer Support and Service team always represents the voice of the customers. They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They are saviors to all our members, who reach out to them through call, chat or email.


Role – As a Team Leader, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team Leader, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Team Leader is the one who is a product expert and demonstrates exceptional communication, problem solving and customer service skills.


What you will do in this role

 Manage post-sales experience and service of premium members of Shaadi SELECT.

 Mentor and develop the team.

 Effectively manage shift operations.

 Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).

 Handling Escalation calls of Customers.

 Track Customer Satisfaction & ensure closure of complaints.

 Strong Rapport building skills with Team & stakeholders, manage attrition in the team.

 Evolve more effective work process for improving customer interactions.

 Constantly monitor & review performance metrics for achievement of objective.

 To effectively manage Contact Centre operations for constant performance achievements.

 Identify relevant training needs of agents & ensure effective implementation.

 Interface with IT/HR/ Training/Quality in order to improve the team’s Performance.


What you should have

 3 years of experience developing the above skills.

 Experience must include tele-marketing job.

 Should be familiar with effective objection handling.

 Extremely detail oriented and ability to organize.

 Bachelor’s Degree.

Job role

Work location

305/306, 3rd floor, Zorba Cultivating Spaces, Near Ramin Park, Akshar Chowk, Old Padra Road, Vadodara, 390012. Akota, Vadodara

Department

Customer Support

Role / Category

Customer Support - BPO / Voice / Blended

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Min. 2 years

Education

12th Pass

Past role/category experience

Telesales, Customer Support - BPO / Voice / Blended, Customer Success

English level

Good (Intermediate / Advanced) English

Regional language

Fluent in speaking Gujarati

Gender

Any gender

Interview details

Interview mode

Online/Telephonic

About company

Name

Shaadi.Com

Address

305/306, 3rd floor, Zorba Cultivating Spaces, Near Ramin Park, Akshar Chowk, Old Padra Road, Vadodara, 390012. Akota, Vadodara

Job posted by Shaadi.Com

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