Customer Service Team Manager

2 weeks ago

Pune, Maharashtra, India beBeeLeader Full time ₹ 35,00,000 - ₹ 70,00,000
Job Overview:

Our organization is seeking an experienced leader to manage a team of professionals responsible for verifying employment, education, and address information. This role involves supervising a group of call centre executives who handle background verification processes.

Key Responsibilities:
  • Lead, motivate and supervise the team to ensure seamless operations.
  • Monitor calls to guarantee quality, accuracy and compliance with client-specific and internal standards.
  • Ensure timely closure of verification cases while adhering to defined Turnaround Times.
  • Provide coaching, feedback and performance evaluations to enhance individual and team performance.
  • Effectively handle escalations and coordinate with internal departments as necessary.
  • Enforce data privacy, confidentiality and security protocols.
  • Conduct training sessions to keep the team updated on process changes and compliance requirements.
Requirements:
  • Bachelor's degree in any field.
  • 3-5 years of experience in a call centre environment, preferably in Background Verification or the BPO industry.
  • Strong verbal and written communication skills.
  • Proficiency in MS Excel and call monitoring tools.
  • High attention to detail and ability to manage multiple priorities in a fast-paced environment.

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