Overview:
Would you like to help enrich the lives of learners around the world?
RM India (RM Education Solutions India Private Limited) is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Visit us here to find out more: www.rmindia.co.in
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
This role is a direct team lead management role, managing up to 10 customer center employees. We are looking for individuals who have solid previous experience with direct people and performance management experience and operational excellence.
Responsibilities:
We are looking for self-motivated and experienced Team Lead/Managers with excellent customer service & experience in leading a team of Customer service agents. These roles will be based within the Customer Services Department, working with other business areas to resolve customer queries, including inbound calls and e-mails presented from all sources and across a number of skillsets within defined SLA’s achieving all personal and team KPI’s and targets. You will have previous team management experience along with strong performance management experience and operational excellence.
You will have strong experience of:
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Leading a contact center team whose team provides support to international customers via phone and email.
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Being responsible for service and operational levels delivery to high standards
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Supporting, mentoring & coaching team members and new joiners
You Will be:
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The Subject Matter Expert for the team , especially around communicating with customers and stakeholders.
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Consistent in focusing on optimizing processes and both process and business rule compliance
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Strong in performance management and identifying opportunities for improvement
Experience:
- 3+ years of overall industry experience preferably in the international Customer Service industry
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3+ years of operations & people management experience (this role is managing direct team members to a high standard)
Mandatory Skillset:
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A graduate of any academic discipline
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Exceptional written and verbal communication skills, with the ability to converse fluently with international clients, strong command of the English language both written and verbal.
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Good team and stakeholder management skills
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Strong previous experience of performance management and customer service metrics
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Willing to work from our office Trivandrum,Kerala, and working for UK shift hours (12.30pm-10.30pm)
