Customer Care Team Leader

1 day ago

Thrissur, Kerala, India Bhavana Healthcare Full time ₹ 30,00,000 - ₹ 50,00,000 per year

Job Summary:

We are seeking an experienced and motivated Customer Care Team Leader to oversee our customer support operations. The ideal candidate will have a proven track record of leading customer care teams, especially telecallers, with strong problem-solving, communication, and leadership skills. Multilingual proficiency will be an added advantage.

Key Responsibilities:

  • Lead, mentor, and manage a team of telecallers/customer care executives to achieve performance targets.
  • Monitor daily operations of the customer care department and ensure adherence to service quality standards.
  • Develop scripts, FAQs, and training material to improve customer interactions and resolution times.
  • Handle escalated customer queries and provide effective solutions.
  • Track team KPIs (calls handled, resolution rates, TAT, customer satisfaction scores, etc.) and prepare regular reports for management.
  • Conduct regular performance reviews and provide coaching for continuous improvement.
  • Coordinate with other departments (Sales, Operations, etc.) to resolve customer issues effectively.
  • Ensure compliance with company policies, data privacy, and customer service protocols.

Requirements:

  • Minimum 5 years of experience in a customer care leadership role (Team Leader/Manager/Head).
  • Proven expertise in handling telecaller/customer service teams.
  • Strong people management, motivational, and conflict resolution skills.
  • Excellent verbal and written communication skills.
  • Multilingual proficiency (English, Malaylam, Hindi, and regional languages preferred) will be highly valued.
  • Proficiency in using CRM tools, call center software, and MS Office.
  • Ability to work in a fast-paced environment with a customer-first mindset.

Job Types: Full-time, Permanent

Pay: ₹25, ₹35,000.00 per month

Benefits:

  • Provident Fund

Work Location: In person

Speak with the employer

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