Team Leader Customer Care

About The Position

We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).

As a Team Leader for Customer Service at Kohler, you will lead and support a team of customer service reps. Your role includes providing coaching and support to associates, ensuring they have strong product and process knowledge. You will monitor real-time metrics (RTM), audit customer interactions, and help resolve complex issues. Your focus will be on enhancing customer satisfaction, maintaining a positive brand reputation, and driving continuous improvement within your team.

Role And Responsibility

• Developing Evaluation Programs:
• Use your call center experience to design and improve evaluation programs that measure key performance areas.
• Focus on performance metrics that are important for the call center’s needs, whether handling inbound or outbound calls.
• Create programs to identify issues, suggest solutions, and offer insights to improve performance.
• Collaborate with operations leaders to document and share evaluation forms and processes.

• Keeping Track of Industry Trends:
• Monitor industry trends and competitor activities to provide relevant information to operations leaders.
• Capture and verify ‘voice of customer’ data related to competitors and assist in positioning Kohler’s products effectively.

• Call Monitoring:
• Conduct call monitoring to gather insights for improving agent performance.
• Use evaluation forms to document findings and hold calibration sessions to ensure consistency in quality standards.
• Continuously update evaluation forms to reflect improvements in the quality assurance process.

• Managing Escalations:
• Handle escalations reported via tollfree numbers, email, and ORM.
• Take customer escalation calls and collaborate with service managers to resolve issues.

• Tracking & Publishing Dashboards (KPIs):
• Monitor and report on contact center KPIs.
• Publish performance metrics weekly, fortnightly, and monthly (Scorecard) for agents.
  

Qualifications

• Bachelor’s degree mandatory – Master’s degree preferred.
• 5+ years of experience in customer service or related field, with at least 1 year of work experience as team leader.
• Achieve and maintain high levels of customer satisfaction.
• Familiarity with Salesforce Service CRM is beneficial.
• Effective team player with strong communication and interpersonal skills.
• Strong organizational and time-management skills.
  
  

This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.

Working Conditions

This is a full-time role based in our customer service Pune office. The includes evenings and weekends working to meet customer demands, as we operate 24/7. You'll work five days a week with rotating shifts and weekly offs. Occasional travel for business may also be required.

Organizational Relationships

• Reports to Manager – Customer Care, ITC
• Regular interactions with business stakeholders from different Kohler business verticals at ITC
• Frequent interaction with internal stakeholders including senior leadership team.