Team Lead - Customer Success (2-8 yrs) Mumbai (After-Sales/Customer Service)
The Growth Hive
Mumbai, Maharashtra
Permanent
Full-time
1 month ago
About the roleThe Customer Services department at ETG is dedicated to enhancing the customer experience through ongoing efforts to implement improvements and drive positive change. We're seeking a dynamic Team Leader to guide and inspire our dedicated team. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and the ability to drive team performance. If you're passionate about fostering growth and collaboration in a fast-paced environment, join usin shaping the future.Duties & Responsibilities:- Discuss the team's performance (quality of their services, mistakes, productivity) with the Assistant Manager and work on improvements whenever necessary- Support team members in their daily tasks- Deliver training on the job- Discuss & set personal targets with each team member- Monitor team: their behavior towards customers & colleagues, their problems or ideas- Evaluate team members: performance, mistakes, losses, creativity, strengths, weaknesses, attitude- Organize & run regular team meetings and one-on-ones to groom team members- Assess received feedback from clients/colleagues- Prepare reports- Discuss/report performance of day/week and special issues - quality wise with the Manager- Discuss or escalate daily issues and report the day's Summary to the Manager- Ensure the team's effective functioning- Manage team members' daily schedules and ensure assigned tasks are completed- Supervise attendance and ensure time adherence by all team members- Monitor Calls & Delegate cases as appropriate- Team development responsibilitiesCoach and mentor team members to grow in their role 2-3 years of minimum experience in team handling in the respective travel industry or at a similar positionRequirements:- Minimum 2 years of team handling experience (Preferred in a contact center)- Minimum graduation in any stream- Experience in GDS (Sabre, Amadeus, or Galileo)- Windows, MS Office, Google Applications (expert)- Fluent in English - any additional language will be considered a plus- Team player, detail-oriented- Preferred: Graduation or master's degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert)- Excellent communication & interpersonal skills (ref:updazz.com)