Team Leader – Customer Service

2 weeks ago

Cochin, India Whatjobs IN C2 Full time

Job Title: Team Leader – Customer Service (Inbound Voice Process, B2C) Work Location: Kochi (onsite role). Department: Customer Support / Contact Center Reports to: Manager / Operations Head ⸻ Job Summary: We are seeking an experienced Assistant Manager – Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences. ⸻ Key Responsibilities: Team Leadership & Management - Lead, coach, and manage a team of 10+ customer service associates. - Monitor daily performance, ensure adherence to schedules, and manage workforce planning. - Conduct performance reviews, one-on-one discussions, and team huddles. Customer Service Delivery - Ensure timely and professional resolution of inbound customer queries and complaints. - Handle escalations and ensure first call resolution (FCR). - Maintain key SLAs including AHT, CSAT, NPS, and quality scores. Performance & Reporting - Track and analyze team performance against KPIs. - Prepare daily/weekly/monthly MIS and share insights with management. - Identify improvement areas and implement corrective measures. Process Excellence & Compliance - Ensure process adherence, quality standards, and compliance with company policies. - Collaborate with training and quality teams to upskill team members. - Drive continuous improvement initiatives to enhance customer experience. Employee Engagement & Development - Support hiring, onboarding, and training of new associates. - Motivate team members through recognition programs and engagement activities. - Develop high-potential employees for future leadership roles. ⸻ Key Skills & Competencies: - Strong leadership and team-handling ability (20+ associates). - Excellent communication and interpersonal skills. - Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage. - Problem-solving and conflict management skills. - Proficiency in MS Excel, MIS reporting, and call center tools/CRM. ⸻ Qualifications & Experience: - Graduate in any discipline. - 4–7 years of experience in customer service (Inbound Voice, B2C). - Minimum 1–2 years of experience in team handling (30+ members). - Exposure to BPO / BFSI / Telecom / E-commerce industries preferred. Interested candidates are invited to share their CV via WhatsApp at or email at Please include the following details in your application: - Name - Phone number - Total experience - Current CTC - Notice period - Date of Birth - Languages spoken Let’s connect and build something amazing together

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