Customer Service Manager

2 days ago


Kollam, Kerala, India beBeeVerification Full time ₹ 35,00,000 - ₹ 70,00,000
Job Overview:

We are seeking a proactive and experienced Call Centre Team Lead to manage a team of professionals handling Background Verification (BGV) processes, including employment, education, and address verifications.

This role requires strong leadership, process adherence, and excellent communication skills to ensure timely and accurate case closures while maintaining service quality and compliance with regulatory standards.

A key aspect of this position is supervising a team of call centre executives and monitoring live and recorded calls to guarantee quality, accuracy, and compliance with client-specific and internal standards.

The successful candidate will oversee the timely closure of verification cases, adhere to defined TATs (Turnaround Times), and provide ongoing coaching, feedback, and performance evaluations to improve individual and team performance.

Additionally, they will handle escalations effectively and coordinate with internal departments such as Quality Assurance, Client Servicing, and HR.

The ideal candidate will possess strong analytical and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

Prior experience in a call centre environment, preferably in Background Verification (BGV) or the BPO industry, is highly desirable.

Key Responsibilities:

  • Supervise a team of call centre executives and monitor live and recorded calls to ensure quality, accuracy, and compliance.
  • Oversight of the timely closure of verification cases, adherence to defined TATs, and provision of ongoing coaching, feedback, and performance evaluations.
  • Effective handling of escalations and coordination with internal departments.

Requirements:

  • Graduated in any discipline.
  • 3-5 years of experience in a call centre environment, preferably in Background Verification (BGV) or the BPO industry.
  • Strong verbal and written communication skills.
  • Proficiency in MS Excel and call monitoring tools.
  • High attention to detail and the ability to manage multiple priorities in a fast-paced environment.


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