Senior Team Leader-Customer Care at Solar Panda

The Customer Care Team Lead will oversee daily operations within the call center, ensuring seamless service delivery. This position involves leading and managing a team of Team Leaders, offering guidance, training, and support to Customer care agents. The successful candidate will drive operational excellence and continuous improvement within the Customer Care team, promoting a customer-focused culture and ensuring consistent, high-quality service.

Duties and Responsibilities

• Assist in Analyzing call center data/statistics and key metrics to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.
• Assist in ensuring KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Assist in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
• Assist in ensuring adherence to policies and procedures
• Establish metrics and measure customer satisfaction at regular intervals.
• Establish metrics for measuring call center efficiency and service quality.
• Instill an attitude of excellence in the department, establishing Solar Panda as an industry leader in customer service.
• Develop clear service procedures, policies, and standards and train the Team leaders to adhere.
• Maintain customer records efficiently and organize the customer database for future reference.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Take ownership of customer issues and follow problems through to resolution.

Academic Qualification & Work Experience

• Bachelor’s degree in a business field.
• Minimum of 5 year’s experience in a supervisory position in Customer Care department
• Excellent analytical skills and attention to detail Personal Attributes
• Ability to understand and respond to customer/employee needs and complaints with compassion.
• Flexibility to adjust strategies based on evolving customer expectations and company policies.
• Keen attention to detail to ensure customer queries and complaints are resolved accurately.
• Excellence in team building and motivational skills.
• Excellence in planning and organizational skills.
• Good written and oral communication skills.
• A customer-centric attitude.