Team Leader/ Senior Team Leader, Customer Relationship Management Back Office Job Vacancy in Colt Technology Services Gurgaon, Haryana – Updated today

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Full Details :
Company Name : Colt Technology Services
Location : Gurgaon, Haryana
Position :

Job Description : Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Role Profile

Role title:
Team Leader/ Senior Team Leader – Customer Relationship Management Back Office

Colt Level:
PT1 Core/ Advanced

Function:
Sales, Marketing & Customer Relationship

Reports to:
Manager, Customer Relationship Management Back Office

Location:
Gurgaon/ Bangalore, India

Role purpose

Accountable for managing their team’s work performance and the team workload to achieve the team targets.
Being responsible for motivating, supporting and developing the people within the team.
Manage effectively a team of agents and create and foster a high performing culture, delivering a best in class customer experience following the Colt’s values, policies and processes.

Key accountabilities

Delivers world class support to customers as defined by the KPIs
Supports the management team to grow, develop and deliver a strong sense of customer focus to ensure a rising customer satisfaction
Manages the performance management process, ensuring agents have goals, regular 121’s, PDP’s and / or PIP’s, along with regular team meetings.
Clarifies expectations of agents and provides open and constructive feedback on performance.
Supports the Customer Services manager with the recruitment of new agents, as required
Builds effective relationships across all departments for escalations and process improvement initiatives
Team leaders are responsible for ensuring that disputes are managed as a priority to support cash collection, TSAT results are followed up and analysed and the team’s pipeline is well managed with ticket distribution even throughout the team.
Team leaders are responsible for managing their teams AUX usage and daily schedule via reports, they also need to ensure the MTTR SLA is met through actioning ticket quality on a regular basis.
Team leaders are responsible for ensuring their team respond to emails, calls and update customers within the agreed SLA’s.
Team Leaders are required to approve credit notes, following the DOA and escalating any issues where necessary.
Team leaders need to work alongside knowledge champions to identify any training needs and also with the process improvement to fill any process gaps.

Key performance indicators (financial and non-financial)

Manage Productivity targets as per the Capacity Model/ Inflow
% tickets closed within SLA
Ensuring that the Quality target is met
NES score and touchpoints are achieved as per rolling target
Creating a high performance team and culture
Supporting the Management team in other key deliverables as agreed

Relationships and key contacts

Colt Customers
Billing Teams
Cease Desk
Order Management team
Order Entry
Service Delivery
Credit and Collections
Finance Teams
CRM & SCM EU
IT and Application Support teams
Sales

Role specific requirements

Skills & Experience
Atleast 8-10 years of experience in the similar or related role/industry
Proven track record of people management or high degree of soft skills in people management – essential.
Skilled in all areas of customer service and has experience in a similar role and in managing a profile in an international and/or complex environment
Track record of success in defining, implementing, operating and reporting against KPI’s, OLAs and SLA’s – essential
Ability to identify weaknesses and realise / propose improvements in performance and productivity
Excellent communication and verbal skills

Qualifications
Team player with experience of working in a highly complex environment
Ability to work under pressure and meet deadlines
Ability to prioritise according to customer and business needs
Show empathy and an interest in developing people
Managerial qualification desirable.
Must be able to speak & write fluent in English and an additional European core language, preferably German

Behaviours
Example Behaviours : Refer ppt

Others

Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
Identify risks related to process and information security and treat/ mitigate the same as appropriate

What we offer:
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.

Some benefit examples are:
Flexible working and relaxed dress codeTwo days annually to spend on volunteering opportunitiesAccess to Online-learning PlatformBusiness mentoringoption of parking slots in the Colt Campuslunch vouchers

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