Team Leader – Hotel & Hospitality – Chennai

Fusion CX seeks an exceptional team leader in a hotel and hospitality client in Chennai who is proficient in steering and motivating a team of customer service representatives to join our dynamic team. Located in Chennai, the successful candidate will be instrumental in driving the team toward achieving organizational objectives while ensuring high levels of job satisfaction.

Job Description

The key responsibilities of a Team Leader in the Hotel and Hospitality process in Chennai will be:

• Operational Oversight: Manage the daily operations of the customer service staff, ensuring strict adherence to performance standards and company policies.
• Performance Management: Conduct call monitoring, provide feedback, and coach team members to elevate service quality. Drive team performance to meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Training and Development: Facilitate staff training on achieving customer service excellence and understanding organizational policies thoroughly.
• Data Analysis and Reporting: Regularly analyze performance data to guide management decisions and objective setting.
• Communication Facilitator: Serves as the primary point of contact for resolving customer issues and complaints, ensuring effective communication between team members, management, and clients to boost customer satisfaction and team efficiency.

Job Requirements

The following skills, qualities, and qualifications the Chennai Team Leader will need to succeed in this role:

• Educational Background: A bachelor’s or college degree in any field. Additional qualifications in management will be considered an advantage.
• Experience: At least two years of supervisory experience in customer service or related fields.
• Technical Proficiency: Skilled in technology, including computers and relevant software, with a strong emphasis on Excel, PowerPoint, and Outlook. Knowledge of additional tools will be beneficial.
• Language Proficiency: Excellent English, Telugu, and Kannada communication skills are mandatory.
• Soft Skills: Exceptional people management skills, ability to handle stress, resolve conflicts, and manage a 24/7 shift operation with rotational week offs.
• Additional Requirements: Proven experience managing team sizes of approximately 20 members, focusing on attrition and absenteeism management.

Why Join Fusion CX:

As a Team Leader at Fusion CX, you’ll play a vital role in nurturing a culture of excellence in customer service within a leading e-commerce platform. We offer a vibrant work environment where your leadership skills will directly impact our client’s success and our team’s development. Join us as a team leader for a hotel and hospitality client in Chennai to propel your career forward in a role where your contributions are valued and supported by a company committed to your professional growth and success.