Customer Service Team Lead

1 month ago


Bengaluru, Karnataka, India ReSource Pro Full time

ReSource Pro seeks a seasoned professional for the position of Customer Service Team Lead. Based in Bangalore, India, this role offers an exciting opportunity to lead a team and drive exceptional customer experiences.

About the Job

This is a demanding yet rewarding role that requires a candidate with 5+ years of experience and at least 1.5 years of leadership or subject matter expertise. The ideal candidate will possess strong analytical skills, effective communication abilities, and a customer-centric mindset.

The selected individual will oversee a team of client associates and analysts, ensuring they meet quality, quantity, and timeliness standards. This involves coaching team members, developing procedures, and troubleshooting complex issues. Strong interpersonal and problem-solving skills are essential for success in this position.

Responsibilities include:

  • Operating various client systems and performing tasks without supervision while adhering to information security policies.
  • Interacting with colleagues and supervisors to resolve client issues efficiently.
  • Developing procedures to meet quality and timeliness requirements.
  • Communicating effectively with clients through clear and well-organized emails.
  • Coaching less-experienced staff on procedures and insurance knowledge.
  • Analyzing root causes of processing problems and keeping stakeholders informed of solutions.
Required Skills and Qualifications

To excel in this role, candidates should have a bachelor's degree and relevant work experience, including 1.5+ years as a Team Lead or SME. Essential skills include auditing, training, quality checking, SOP creation, process transition, escalation management, performance management, attrition, and shrinkage. Additionally, the ideal candidate should possess competencies like training others, building team relationships, communicating effectively, demonstrating functional excellence, and being customer-centric.

We estimate the salary for this position to be around ₹12-15 lakhs per annum, considering the location and industry standards.



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