
Team Leader – Customer Service
2 days ago
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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