Team Leader Rider Support

Job Description

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