The Tax Support Expert Team Leader will be responsible for managing and motivating a team of Tax Support Experts while ensuring excellent customer service and operational efficiency. The role focuses on achieving TAT, SLA, NPS, and KPI targets, coaching team members, maintaining service quality, and driving customer satisfaction within a Call Centre environment.
- Train, motivate, and guide team members to achieve qualitative, quantitative, and KPI targets.
- Ensure adherence to TAT and SLAs.
- Assist team members in resolving complex customer issues through coaching and guidance.
- Ensure NPS and customer satisfaction standards are maintained.
- Communicate top customer issues to the Product Operations team.
- Ensure ticket closure guidelines are followed.
- Forecast call volumes and manage team rosters.
- Identify training needs and conduct regular training sessions.
- Monitor team performance and drive continuous improvement.
- Coordinate with Training and Quality Assurance teams to improve service quality.
- Conduct performance reviews, coaching sessions, and team meetings.
- Ensure adequate team availability during return filing due dates.
- Maintain reports and ensure compliance with customer care processes.
Pay: ₹500,000.00 - ₹700,000.00 per year
Benefits:
Work Location: In person
