Call Center Team Lead

1 day ago

Mumbai, Maharashtra, India beBeeCustomer Full time ₹ 15,00,000 - ₹ 25,00,000
Customer Support Center Manager

We are seeking an experienced Customer Support Center Manager to lead our 24x7 customer support center. This role is pivotal in ensuring seamless coordination across all divisions, delivering exceptional customer service, managing roadside assistance, handling product complaints, and driving continuous improvement in customer experience.

Key Responsibilities:

  • Team Leadership and Shift Management: The selected candidate will lead and manage a 24x7 call center team handling complaints, roadside assistance, escalations, and general inquiries.
  • Roadside Assistance (RSA) Operations: You will be responsible for managing third-party RSA vendors to ensure SLA adherence and service quality.
  • Product Complaints Management: Oversight of the end-to-end handling of product-related complaints is essential.
  • General Inquiry Management: Supervision of accurate and timely responses to customer queries is critical.
  • Escalation Handling: Ensuring prompt acknowledgment and resolution of escalation emails is key to success.
  • Post Service Feedback (PSF): Timely collection of PSF through structured calls and surveys is crucial.
  • Reporting and Analytics: Maintenance of real-time dashboards for RSA, complaints, PSF, and inquiries is vital.
  • Compliance and Quality Assurance: Adherence to regulatory standards and internal policies is mandatory.
  • Crisis Management: Development and maintenance of emergency response protocols for service disruptions are essential.

Benefits:

  • Opportunity to work in a dynamic and fast-paced environment.
  • Chance to develop leadership skills and build a high-performing team.
  • Contribution to the company's growth and success.
  • Professional development and career advancement opportunities.

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