OpenOpportunity Sourced Jobs — Bengaluru, Hyderabad, Kolkata, Mumbai, New Delhi, Pune, Chennai
Full Time · On Site · Entry Level
Role: Non Tech Support - Voice / Blended | Department: Customer Success, Service & Operations | Industry: Recruitment / Staffing | Education: UG: Any Graduate PG: Any Postgraduate We are looking for Team Leader with at least 3 years experience with any call center or ticketing team to handle one entire level of escalation (Priority 0, Priority 1 or Priority 2) from the riders. In this role, you will be responsible for multiple metrics such as SLA, CSAT, Same day resolution, Early prediction of events based on data analysis, Identifying the training requirements of your associates based on the input from the quality analyst, handle concerns and escalations across channels - calls, chats, emails and social media. Candidate will need to be well versed with basic statistics and terms involved in the day-to-day business and use it while discussing with stakeholders. Candidate will be required to help in the overall teams workload by managing Candidate attendance and helping the team when required. Strong hold on CRM's, internal dashboards and Google sheets will be preferred. You are expected to work very closely with cross-functional teams to provide instant solutions to customers. Note: A call-center/operations Team Leader role for a ride-hailing rider-support function (Role is filed as "Non Tech Support - Voice / Blended," Industry Type "Recruitment / Staffing," Department "Customer Success, Service & Operations") -- not a statistics or data-science role. The only connection to this search is the phrase "well versed with basic statistics and terms," meaning day-to-day KPI literacy for a support team lead, not statistical analysis as a discipline. Key Skills tags "Basic" and "Usage" both look like fragments extracted from this same sentence rather than genuine standalone skills.
Training, Basic, Data analysis, Ticketing, Usage, Social media, Quality Analyst, Management, Statistics, CRM