Overview
Customer Service Team Lead Jobs in Gurugram, Haryana, India at Acme Services
Title: Customer Service Team Lead
Company: Acme Services
Location: Gurugram, Haryana, India
Hiring for leading BPO in Pune
CTC: Upto 8LPA
Core Eligibility Criteria
Experience: Minimum 1 year of experience in the respective role (TL, QA, or Trainer) within the Retention Process
Communication: Flawless, fluent verbal and written English communication skills.
Location: Gurugram(Must be willing to work from the office).
Shift Flexibility: Must be comfortable with Rotational Shifts and Rotational Week Offs (24/7 environment).
Notice Period: Immediate Joiners preferred.
Roles & Detailed Responsibilities
1. TEAM LEADER (TL) – Retention
Performance Management: Drive team performance to meet and exceed daily, weekly, and monthly KPIs and KRAs.
SLA & TAT Management: Monitor real-time queues to ensure strict adherence to SLA (Service Level Agreements) and turnaround time (TAT).
People Management: Effectively manage team Attrition and Shrinkage through proactive engagement, coaching, and motivation.
Data & Reporting: Analyze operational metrics, conduct root cause analysis (RCA), and present performance reports to internal and external stakeholders.
2. QUALITY ANALYST (QA) – Retention
Auditing & Monitoring: Evaluate seller interaction quality (Voice/Email/Chat) using standard QC Tools and compliance frameworks.
Feedback & Coaching: Deliver actionable, data-driven feedback to agents to improve Quality Scores and the overall Seller Experience.
Calibration: Participate in regular internal and client calibration sessions to ensure alignment on quality standards.
Trend Analysis: Identify performance gaps, compliance risks, and training needs through deep-dive quality audits.
3. PROCESS/PRODUCT TRAINER – Retention
Training Delivery: Conduct comprehensive New Hire Training (NHT), product updates, and refresher training sessions on complex Seller Support processes.
Throughput & Quality: Own the training batch Throughput and ensure new hires transition successfully into production meeting baseline metrics.
Content Development: Design, update, and maintain training modules, assessments, and standard operating procedures (SOPs).
TNA/TNI: Collaborate with QA and Operations to conduct Training Need Analysis/Identification (TNA/TNI) and deploy targeted intervention modules.
