Customer Service Team Lead

4 weeks ago

Mumbai India IGP Full time

Job Description

We are seeking a proactive and experienced Team Lead to manage our BLENDED PROCESS. The ideal candidate will oversee day-to-day operations, ensure high service levels, coach team members, and drive process improvements to enhance customer satisfaction.

Key Responsibilities:

- Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
- Manage Email and Chat Process 24 x7
- Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
- Handle escalated customer queries and resolve complex issues efficiently.
- Work with QA and Training teams to ensure adherence to policies, tone, and brand guidelines.
- Maintain shift schedules, ensure proper coverage, and manage attendance.
- Analyze team performance reports and generate actionable insights for optimization.
- Ensuring Daily Agent productivity targets met
- Contribute to knowledge base development and continuous process improvement.
- Communicate with warehouse / Handels to coordinate for pending / escalation issues
- Identifying Training and Quality needs
- Driving R&R and employee engagement
- Conducting interviews to select the best candidates to fit the job profile
- Should be open to Work rotational shifts including night shifts.

Requirements:

- Bachelors degree or equivalent work experience.
- Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
- Strong experience in chat and email-based customer support (e-commerce, or service industries preferred).
- Excellent written communication, problem-solving, and people management skills.
- Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
- Ability to handle pressure, multitask, and lead teams in a fast-paced environment.
- Flexible with shifts and weekend support if needed.

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