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    Customer Support Team Lead - Mumbai, India - Traya Health

    Traya Health
    Traya Health Mumbai, India

    6 days ago

    Default job background
    Description

    Responsibility:
    Leadof a team of 30 telesupport / coach agentsDefine monitor and improve key KPIs for the entire team (e.g.

    callstalk time CSAT quality of interaction retention%etc.) Interpret & analyseperformance data to identify opportunities for improvement in KPIs(CSAT productivity and quality) Lead& completely own daytoday operations (tele support QA) Identify initiatives (people / process /tech) to improve agent KPIs Work withcrossfunctional teams like tech content to drive tech initiativesand ensure BAU operations (e.g.

    resolve tech bugs); managestakeholders across the org Shrinkageplanning across the team Performanceevaluation of the team basis KPIs feedback sharing &appraisal Build a positive motivationalculture and drive outcomes Ensure propertraining & development of all theagents

    Qualificationsand Skill Sets:

    Bachelor s degree inengineering business marketing computer science or relatedfield Should be highly customerservice/support oriented (CSAT is the keymetric) High on outcome first approachownership and ability to drive thingsindependently Hands on experience withleading large sales / ops teams years of experience in Customer SupportManagement Indepth knowledge of performancemetrics / KPIs Advanced Excel skills foranalysing large data sets Proven ability towork independently and meet deadlineExperience with CRM tools (e.g.

    Salesforce andGainsight) Positive attitude and highwillingness tolearn

    csat,teams,customersupport,bau
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