Team Leader – Customer Service

2 weeks ago

Delhi, Delhi, India Keystone Kinetic Technologies Solution Full time ₹ 3,00,000 - ₹ 3,36,000 per year

Key Responsibilities:

  • Lead and motivate a team of customer service executives in an inbound call environment
  • Monitor and manage daily operations to meet KPIs and service levels
  • Analyse and optimise performance metrics, including:
  • SLA, AL, Forecasting, Roster Management
  • Hold Time, Login Delivery Calculation
  • C-SAT & Repeat Call Analysis
  • Abandoned Call Percentage
  • Manpower Planning, Attrition & Shrinkage
  • Ensure compliance with quality standards and customer satisfaction goals
  • Collaborate with stakeholders to improve processes and team productivity

Candidate Requirements:

  • Minimum 1 year of experience as a Team Leader in a customer service/inbound process
  • Strong command over English (verbal & written)
  • Proven expertise in managing inbound KPIs and operational metrics
  • Experience in life insurance domain preferred
  • Ability to lead with empathy, clarity, and performance-driven mindset

Job Types: Full-time, Permanent

Pay: ₹300, ₹336,000.00 per year

Benefits:

  • Flexible schedule

Education:

  • Higher Secondary(12th Pass) (Required)

Experience:

  • Team Leadership: 1 year (Required)
  • Inbound Process: 1 year (Required)
  • English Communication: 1 year (Required)
  • KPI Management, Analytical Skills: 1 year (Required)
  • Life Insurance Domain Knowledge, Process Optimization: 1 year (Required)
  • Conflict Resolution, Manpower Planning: 1 year (Required)
  • Reporting & Documentation: 1 year (Required)
  • Empathetic Leadership, Tech Savvy: 1 year (Required)

Language:

  • English, Hindi (Required)

Shift availability:

  • Day Shift (Required)

Work Location: In person

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