CK Koushik

1. Team Leadership:

• Provide guidance, direction, and support to a team of customer support representatives.
• Foster a positive and collaborative team environment.
• Set clear performance expectations and goals for team members.
• Enhancing the payroll and Product knowledge for the support team.

2. Training and Development:

• Conducting training sessions to onboard new team members and ensure they understand company policies, Product and procedures.
• Provide ongoing coaching and mentoring to team members to improve their skills and performance in Payroll and other modules of greytHR application.
• Identify training needs and coordinate additional training programs as necessary.

3. Performance Management:

• Monitoring team performance metrics, such as response times, resolution rates, and customer satisfaction scores.
• Identifying areas for improvement and implement strategies to address performance gaps.
• Recognize and reward team members for their achievements and contributions.

4. Customer Escalations:

• Handling escalated customer inquiries or complaints that require managerial intervention.
• Ensure timely and satisfactory resolution of escalated issues while maintaining a positive customer experience.
• Collaborating with other departments to address root causes of customer escalations and implement corrective actions.

5. Process Improvement:

• Identifying opportunities to streamline processes and improve efficiency within the customer support team.
• Gathering feedback from team members and customers to identify pain points and areas for improvement.
• Implementing new tools, technologies, or workflows to enhance the customer support experience.

6. Reporting and Analysis:

• Preparing regular reports on team performance, including key metrics and trends.
• Analyzing data to identify patterns or trends that may impact customer satisfaction or teamproductivity.
• Make data-driven recommendations for improvements or strategic initiatives.

7. People Management:

• Handling the team strength of 8 members
• Ensuring the best productivity even at Work from home with excellent tracking system

• Customer service representatives help customers with complaints and questions, give customers information about products and services.
• Creatively solved customer issues and provided resolutions to achieve the highest level of customer satisfaction.
• Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience.