BASIC QUALIFICATIONS:

• · High School Diploma or GED or equivalent
• · Minimum of 4 years of related experience related to the job description

PREFERRED QUALIFICATIONS:

• · 2-3 years of experience in working in Customer Service/Tech Support process - providing support to customers on their post sales queries, initial troubleshooting, billing/reporting product support, billing inquiries/issues, payment processing, account and Service Level changes such as rate plans, features, etc. (single transaction and bulk changes), equipment troubleshooting and upgrades, network troubleshooting, general service information, international calling/roaming support and migrations, and warranty exchange.
• · 1 year in the role of a Team Lead in Customer Service Operations
• · Customer service operations with preferred experience in Mobility/Wireless Phone issues knowledge and environment
• · Willingness to work in rotational shifts
  Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In perso

RESPONSIBILITIES:

• · Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• · Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• · Partner with other functional areas within (Sales, Business Care Managers, NBSC Voice representatives, etc.) to ensure Customer satisfaction; provide Customer care support for other areas of Client that are working with Customers
• · Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• · Regularly formulate and execute internal and external governance
• · Effectively handle client escalations and formulate actions to resolve any concerns
• · Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• · Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• · Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• · Familiarize the team with the latest process update and changes, team and individual targets
• · Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
• · Team Leads will have program level customer experience targets to achieve.
• · Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
• · Team Leads will have program level customer experience targets to achieve.