Team Leader
4 days ago
Job description
Job Title: Team Leader Customer Service (Inbound Voice Process, B2C)
Work Location: Mumbai (onsite role) ,Hyderabad & Kochi
Department: Customer Support / Contact Center
Reports to: Manager / Operations Head
Job Summary:
We are seeking an experienced Assistant Manager Customer Service to oversee a team of 10+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.
Key Responsibilities:
Team Leadership & Management
- Lead, coach, and manage a team of 10+ customer service associates.
- Monitor daily performance, ensure adherence to schedules, and manage workforce planning.
- Conduct performance reviews, one-on-one discussions, and team huddles.
Customer Service Delivery
- Ensure timely and professional resolution of inbound customer queries and complaints.
- Handle escalations and ensure first call resolution (FCR).
- Maintain key SLAs including AHT, CSAT, NPS, and quality scores.
Performance & Reporting
- Track and analyze team performance against KPIs.
- Prepare daily/weekly/monthly MIS and share insights with management.
- Identify improvement areas and implement corrective measures.
Process Excellence & Compliance
- Ensure process adherence, quality standards, and compliance with company policies.
- Collaborate with training and quality teams to upskill team members.
- Drive continuous improvement initiatives to enhance customer experience.
Employee Engagement & Development
- Support hiring, onboarding, and training of new associates.
- Motivate team members through recognition programs and engagement activities.
- Develop high-potential employees for future leadership roles.
Key Skills & Competencies:
- Strong leadership and team-handling ability (20+ associates).
- Excellent communication and interpersonal skills.
- Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage.
- Problem-solving and conflict management skills.
- Proficiency in MS Excel, MIS reporting, and call center tools/CRM.
Qualifications & Experience:
- Graduate in any discipline.
- 47 years of experience in customer service (Inbound Voice, B2C).
- Minimum 12 years of experience in team handling (30+ members).
- Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.
Interested candidates are invited to share their CV via WhatsApp at or email at Please include the following details in your application:
- Name
- Phone number
- Total experience
- Current CTC
- Notice period
- Date of Birth
- Languages spoken
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