Dear Folks,
We have an urgent opening for the position of Team Leader at ODeX India Solutions Pvt Ltd.
Job Title: Team Leader – Support and CRM
Reporting to: Assistant Manager
Division/Department: Support & CRM
Location: Mumbai (HO)
Experience: 2-4 Yrs
Education: Graduation
Language: English, Hindi, Marathi
Job Responsibilities:
1. Team Management:
· Lead a team of support staff, including assigning tasks, monitoring workloads, and ensuring the timely completion of tasks.
· Provide guidance, training, and mentorship to team members to enhance their skills and professional development.
· Conduct regular performance evaluations and provide feedback to team members, recognizing achievements and addressing areas for improvement.
· Positive and collaborative team culture, promoting teamwork, morale, and a customer-centric approach.
2. Issue Resolution:
· Ensure prompt and accurate resolution of customer problems, escalating complex issues when necessary.
· Monitor and analyze customer feedback to identify recurring issues and develop strategies for improvement.
· Maintain a high level of customer satisfaction by delivering excellent support services and managing customer expectations.
3. Process Improvement:
· Continuously evaluate existing support processes and workflows to identify areas for improvement.
· Streamline support procedures to enhance efficiency, reduce response times, and increase customer satisfaction.
· Collaborate with other departments, such as product, development or quality assurance, to address recurring customer issues and drive improvements in products or services.
· Implement appropriate tools and technologies to automate support processes and enhance productivity.
4. Knowledge Management:
· Develop and maintain a comprehensive knowledge base or documentation system to ensure accurate and up-to-date information for the support team.
· Provide training and resources to team members to enhance their product/service knowledge and troubleshooting abilities.
· Identify knowledge gaps and work with relevant authorities to fill those gaps through training programs or resource development.
5. Reporting and Analytics:
· Collect and analyze support-related data, such as ticket volumes, response times, resolution rates, and customer feedback.
· Prepare regular reports and metrics to track team performance, identify trends, and provide insights to management.
· Utilize data-driven insights to make informed decisions, optimize resource allocation, and improve overall support operations.
6. Team Building and Team Retention:
· To possess strong team-building skills.
· To foster collaboration, promote a sense of unity and camaraderie within the team, and leverage individual strengths to create a high-performing team.
· To build/promote a sense of unity and mutual understanding within the team and should be good at retention of any team member if needed.
7. Collaboration:
· Collaborate with other departments, such as sales, marketing, or product teams, to share customer insights and contribute to product/service enhancements.
· Connect on regular basis with other team leaders or managers to ensure seamless coordination, knowledge sharing, and alignment of goals.
· Effectively communicate updates, changes, and best practices to the support team, ensuring clear and consistent messaging.
8. Emotional Intelligence and Decision Making:
· To empathize team members, create positive work environment and supportive environment.
· To analyze information, consider various perspectives, evaluate risks, and make sound decisions in a timely manner.
9. Adaptability and Time Management:
· Should be open to change, able to adjust plans and strategies as needed, and support team members in navigating transitions.
· Should be able to allocate resources efficiently and manage their own time as well as that of the team members.
10. Grievances Handling:
· Should be an active listener and able to create an open communication environment ensuring that team members know they can approach the team leader with any issues they may have.
· Offer support to the team member raising the grievance, ensuring they feel heard/understood and determine appropriate actions based on the findings of the investigation and the nature of the grievance.
· If necessary, should be able to escalate the matter to higher management or HR, following established protocols and procedures very diligently.
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Provident Fund
Education:
Experience:
- Team management: 2 years (Required)
Work Location: In person
