Customer Service Team Leader

2 days ago

Salem, Tamil Nadu, India beBeeBusiness Full time ₹ 9,00,000 - ₹ 12,50,000
Job Title">

Our Business Operations Manager will be responsible for managing daily volumes, response times, and customer satisfaction metrics.

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As a key member of our team, you will oversee day-to-day operations, ensure high service levels, coach team members, and drive process improvements to enhance customer satisfaction.

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