Hiring For Team Lead For customer Service Voice- Airoli
4 days ago
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
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voice/non voice
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