Call Center Team Lead Position

1 day ago

Kollam, Kerala, India beBeeCustomerService Full time ₹ 50,00,000 - ₹ 1,00,00,000

Customer Service Manager

We are seeking an experienced professional to lead our customer support center.

Key Responsibilities:
  • Manage a team of customer support agents handling complaints, roadside assistance, escalations, and general inquiries.
  • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.

Roadside Assistance Operations:

  • Oversee third-party RSA vendors to ensure SLA adherence and service quality.
  • Collaborate with field teams and dealers across all divisions to resolve escalations and meet defined KPIs.

Product Complaints Management:

  • Supervise the end-to-end handling of product-related complaints.
  • Coordinate with relevant division teams for timely and effective resolution.

General Inquiry Management:

  • Supervise accurate and timely responses to customer queries.
  • Maintain and update a centralized knowledge base to support agents.

Escalation Handling:

  • Ensure prompt acknowledgment and resolution of escalation emails.
  • Conduct root cause analysis to identify recurring issues and implement corrective actions.

Post Service Feedback:

  • Collect post-service feedback through structured calls and surveys.
  • Analyze feedback data and share insights with respective divisions for service enhancement.

Reporting and Analytics:

  • Maintain real-time dashboards for RSA, complaints, PSF, and inquiries.
  • Generate and present periodic performance reports with actionable insights.

Compliance and Quality Assurance:

  • Ensure adherence to regulatory standards and internal policies.
  • Implement quality monitoring programs to ensure service consistency.

Crisis Management:

  • Develop and maintain emergency response protocols for service disruptions.
  • Regularly update contingency plans for high call volumes, system outages, etc.

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