Team Lead – Customer Delight (Inbound/Email/Chat)

1 - 4 Years

Job Description

Key Responsibilities -
Responsible for smooth and efficient day-to-operations within their team
The two objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.
Responsible to coach assigned Champions on observed areas for improvement with respect to product, process, soft skills and communication.

Shared (if any)
Should conduct analysis and drive initiatives to improve efficiency within team and CC overall

Job Duties-
Facilitate day to day Operations
Take 2nd level escalated calls/emails.
Take inbound calls for specified period in a month
Checking on call/email distribution and/or other operational road blocks and helping ease them for his/her Team
Keep a close track on FTR and critical call parameters like FRT, Resolution Time, Utilization and quality scores & continuously review/coach agents on same
Maintain accurate and updated knowledge of all SWIGGYs procedures and systems
Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary
Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information
Encourage and implement best practice across the team
Managing staff breaks

Qualifications REQUIRED
Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.
Ability to build rapport with others and create a team environment.
Strong communication, organizational, motivational and time management skills.
Ability to work flexible hours if necessary (all shifts).
Ability to audit calls/emails and coach for performance.
Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines.
Comfortable in MS Office and computers.
Expected to lead by example
Should display the behavior of a role model at all times
English/Hindi mandatory

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Back Office/Web/Transaction Processing

Role:Team Leader -(Technical)

Employment Type:Permanent Job, Full Time

Key Skills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Jobs Territory
" Jobs Territory " helps connecting businesses to the right workforce, providing them a platform for effective management and recruitment system.

" Jobs Territory " is a class apart company specialized in few Industries & their domain of E-Commerce, Retail, Manafacturing, Hospitality, BPO-KPO, Health Care & Insurance, Recruitment and is focused in delivering best-in-class solutions and services in HR enabled by stringent and inherent quality standards, cutting edge technology and state of art infrastructure.

We aspire to meet the demands of a technologically challenging environment, by providing solutions based on right technology and key customer insight.

Our mission, is to help businesses succeed so communities prosper.


Our vision is to become the employers’ preferred Recruitment Agency of choice based on the extent and quality of our service. We also endeavor to be the preferred platform for candidates to discover and pursue exciting careers with their ideal organizations

Focus reach
Digital Approach
Knowledge &
View Contact Details+

Recruiter Name:Danishta

Contact Company:Jobs Territory