Lead Customer Service Representative
- Bangalore, Karnataka
- Permanent
- Full-time
- Provide support to our Customer Service colleagues by leading coaching sessions, performing live monitoring and mentorship
- Embrace Practical Process Improvement (PPI) to create strategies for improvements
- Participate in continuous learning and career development
- Identify trends and areas of opportunity to create best practices
- Answer team members' questions, troubleshoot and support our team members in facilitating communication assistance
- Follow established performance metrics including but not limited to CEA standards, conformance, occupancy, and follow-up on all action
- Ensure team reports are pulled and reviewed daily
- Assist in working to increase productivity and efficiency where applicable
- High school graduate or equivalent, bachelor’s degree preferred, or a similar combination of education and experience
- Demonstrate leadership qualities that embody “One Team, One Goal”
- 2+ years of experience in customer service role; customer call center experience a plus
- Proficient in the basic use of PCs including Microsoft Office, Internet Explorer and strong typing skills as well as able to work in multiple systems concurrently using multiple monitors
- Dedication to colleague support by maintaining composure and positive demeanor during difficult conversations
- Support the organization to an evolving workforce with frequent changes
- Ability to prioritize work to remain on task and address escalations in real time
- Strong written and verbal communication skills with the ability to follow policies and procedures consistently and independently
- Strong understanding of metrics and overall business/cross-functional awareness
- Attention to detail, accuracy, and strong decision making and problem-solving skills
- Organizational skills, time management skills and ability to multitask