Position Summary:
As a customer service team leader at Organization, India you will be responsible for leading, developing and motivating a team of customer service professionals while working closely with the senior customer service leader to ensure that Customer Service plans are integrated with the overall Business strategies and objectives. You will lead day-to-day operations, manage talent selection/performance and interfacing with the business on order fulfillment considerations relevant to the business and relevant region.
Responsibilities
- Provides direct leadership to a team of order management professions that provide direct interface to customers.
- Provides day-to-day coaching on Customer Service operations.
- Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
- Ensures work process execution is operating effectively within the team.
- Collaborates with the business and region to ensure business strategy and service offerings are met.
- Makes hiring decisions.
- Collaborates across the function for leveraging best practices
Qualifications
- A minimum of a Bachelor's degree is required.
- A minimum of 5 years relevant experience.
- Strong business and financial acumen.
- Strong affinity for collaborating for superior results, delivering innovative solutions, leading courageously and generating customer value
Preferred Skills
- People Leadership experience is preferred.
- Requires strong influential management and understanding of business priorities and ability to persuade others (internal and external stakeholders) through effective communication
- An understanding of the region and its capabilities, ability to connect globally and excellent data analytics & process knowledge
- Familiarity of leading improvement projects and having accountability for on-going activities or initiatives, exhibiting strong work ethic and responsiveness to facilitate excellent Customer Experience.