Assistant Team Lead - Customer Delight

Job Title: Assistant Team Leader

Job Summary -

The Assistant Team Leader plays a crucial role in managing high-priority customer issues, overseeing escalated cases, and ensuring their timely resolution. This position requires effective coordination with internal teams, a commitment to maintaining service excellence, and the implementation of strategic solutions to prevent recurring issues.

Key Responsibilities

Escalation Management:

• Serve as the primary contact for critical escalations from customers, stakeholders, or internal teams.
• Evaluate the urgency and severity of escalated cases to ensure prompt and effective resolution.
• Investigate root causes, document findings, and implement corrective actions.
• Ensure compliance with SLAs for resolution timelines.
  
  

Team Leadership & Coordination

• Lead a team of escalation specialists, providing guidance, training, and performance management.
• Drive agent performance by setting clear goals and expectations.
• Assign and monitor escalated cases, ensuring accountability and ownership.
• Collaborate cross-functionally with departments such as Operations, Legal, Product, and IT to resolve complex issues.
  
  

Customer Experience And Communications

• Maintain clear, professional, and empathetic communication with customers and stakeholders.
• Provide regular updates on case progress to ensure a seamless customer experience.
• Draft and review response templates for critical situations.
  
  

Process Improvement And Risk Mitigation

• Identify trends in escalations and collaborate with teams to address underlying issues.
• Recommend process enhancements to improve efficiency and reduce future escalations.
• Maintain comprehensive documentation of escalations, resolutions, and preventive measures.
  
  

Reporting And Analytics

• Track and analyze escalation data to identify patterns and areas for improvement.
• Prepare reports for management on escalation trends, resolution times, and customer satisfaction.
  
  

Qualifications & Skills

Strong decision making and problem solving skills.

Strong analytical skills with experience in queue management and performance monitoring.

Ability to work with diverse teams, including internal and external stakeholders.

Excellent verbal, written communication and interpersonal skills.

Proficiency in ticketing systems, and escalation workflows.

Ability to work in a fast-paced dynamic environment.