Mobility Services Team Lead

Job Description

Join a critical and time-sensitive emergency support service that handles both inbound and outbound calls. To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate the team to deliver departmental KPI's, targets and objectives.

Roles & Responsibilities: Obtain and evaluate all relevant data to handle complaints and inquiries Record details of comments, inquiries, complaints, and actions taken Manage administration, communication and coordination with internal departments

Flexible and willing to work on shifts – 24/7 customer support Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.

Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives. 

Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.

Conduct development reviews and recommend training and development plans.

Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas, outsource and overflow services.

Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.

Build effective relationships with other teams and departments.

Communicate all information clearly and in a timely manner.

Act as a role model to others whilst striving to achieve high standards of performance and customer service.

Ensure full adherence to the company's Health & Safety policy and procedures.

Performs other duties as assigned.

 

Qualifications

Educational qualification:

Bachelor’s degree in any stream

Experience :

8 to 9 years of experience in Customer Support (Voice/Non-voice) or Multi-Lingual Campaigns

Key Skills & Requirements

People Management: Strong leadership and team management capabilities.

MS Office Proficiency:

Excel: Advanced skills, including data analysis, pivot tables, and complex formulas.

PowerPoint: Advanced skills in creating impactful presentations.

Power BI: Working knowledge preferred (nice to have).

Language Proficiency:

English: Excellent verbal and written communication skills.

Hindi: Excellent verbal communication skills.

Kannada/Tamil: Excellent verbal communication skills.

Other Indian Regional Languages: Knowledge of additional languages is a plus.

Preferred Skills :