Hiring For Team Lead For customer Service Voice- Airoli

4 days ago


Navi Mumbai, Maharashtra, India Conneqt Full time

Team Leader Inbound L2 Escalation | Airoli

Location: Airoli

Shift: General Shift

Offs: Rotational 1 weekly off

Process: Inbound Customer Service (L2 Escalations)

Job Description

  • Manage a team handling inbound customer queries and L2 escalations
  • Drive key metrics: SLA, CSAT, NPS, AHT, Attrition, Shrinkage, Utilization, Occupancy
  • Conduct coaching, feedback, and performance reviews
  • Ensure process compliance and quality delivery
  • Handle escalations and coordinate with internal teams for resolution

Requirements

  • 1–3 years of experience as a Team Leader in inbound customer service
  • Strong understanding of escalation management and contact center metrics
  • Excellent communication and peoplemanagement skills

  • voice/non voice

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