
Operations Team Lead
1 day ago
Job Title: Customer Service Team Leader
Location: Gurugram Sec-32, Work from Office
Company: Advatix
Reports To: Customer Service Manager / Operations Manager
Shifts- US Shift (Night Shift)
Excellent Communication Skills
Immediate Joiner only.
Interested folks can share their CV-
Call
Position Summary:
We are seeking a dynamic and results-driven Customer Service Team Leader to guide and support a team of Customer Service Representatives (CSRs) in delivering exceptional customer experiences. The ideal candidate will be a natural leader, skilled communicator, and problem-solver with a strong understanding of logistics and service excellence.
Key Responsibilities:
- Lead, mentor, and develop a team of customer service representatives to achieve performance targets and service standards.
- Monitor team performance through KPIs, including response time, resolution rate, CSAT, and quality assurance metrics.
- Handle complex or escalated customer issues with professionalism and a solutions-oriented approach.
- Conduct regular team meetings, performance reviews, and training sessions to ensure continuous improvement.
- Collaborate with cross-functional teams (operations, logistics, IT) to streamline processes and resolve systemic issues.
- Provide accurate reporting and insights to management, highlighting trends, challenges, and opportunities.
- Maintain up-to-date knowledge of company products, systems, and procedures to guide the team effectively.
- Ensure adherence to company policies, procedures, and compliance standards.
Qualifications:
- Bachelor's degree in business, Communications, Supply Chain, or a related field preferred.
- 3+ years of experience in customer service, with at least 1-2 years in a team lead or supervisory role.
- Experience in logistics, eCommerce, or supply chain environments is highly desirable.
- Strong leadership and coaching skills with a passion for team development.
- Excellent verbal and written communication skills.
- High proficiency with customer service tools and platforms (e.g., Zendesk, Salesforce, Freshdesk).
- Ability to manage time, prioritize tasks, and thrive in a fast-paced environment.
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