Job Title: Customer Service Senior Lead

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Company: Sigma9 CX - Your Trusted Customer Care Service Agency

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Location: RT Nagar, Bangalore

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Employment Type: Full-time

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Experience: Minimum 1 year as a team leader in the telecall industry

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About Sigma9 CX:

Sigma9 CX is a leading customer care service agency dedicated to delivering exceptional customer experiences. We are committed to excellence and take pride in providing top-notch customer support solutions. Join us as a Customer Service Senior Lead and take your career to the next level in a dynamic and customer-centric environment.

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Job Description:

As a Customer Service Senior Lead at Sigma9 CX, you will lead and inspire a team of dedicated customer service representatives, ensuring they provide top-quality support to our clients' customers. With a minimum of 4 year of experience as a team leader in the telecall industry, you'll bring leadership and industry knowledge to this role.

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About The Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead, You Will…

 

• Manage and supervise CSRs 

• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees

• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

• Use critical thinking to develop solutions to improve business performance and partner success

• Motivate teams through relationship building and real-time coaching

• Develop incentive programs to motivate CSRs to achieve desired outcomes

• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team

• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues 

• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

• Gain expert level knowledge on all partner products and promotions

• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

• Act as a role model and exemplify our 10 Things (cultural values)

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Requirements

As Team Lead, You Have…

 

• High school diploma or equivalent (required)

• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 

• 3-4 years of experience in the BPO contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

• Experience dealing with escalated issues in a contact center capacity 

• The ability to type 30 WPM with accuracy

• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset

• The ability to use spreadsheet applications to maintain and develop operational reporting

• Exceptional time management, organizational and prioritization skills to complete work in a timely manner

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

By signing this application, the applicant consents to Sigma9CX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.