Team lead
1 day ago
We are seeking an experienced and dynamic Manager to lead our customer service operations. The ideal candidate will oversee day-to-day call centre activities, manage a team of executives and team leaders, and ensure high service quality, efficiency, and customer satisfaction.
Key Responsibilities
- Lead, mentor, and motivate a team of customer service executives and team leaders to achieve performance targets.
- Monitor daily operations, call volumes, and service quality metrics
- Develop and implement strategies to improve customer experience and team productivity.
- Handle escalated customer issues with professionalism and ensure timely resolution.
- Prepare and present performance reports and dashboards to senior management.
- Conduct regular training sessions to enhance communication and service skills.
- Collaborate with other departments to streamline processes and improve response times.
- Ensure compliance with company policies and service standards.
Qualifications & Skills
- Graduate or Postgraduate in any discipline.
- Minimum 7 years of experience in a call centre/customer support environment.
- Strong leadership and people management skills.
- Excellent communication and problem-solving abilities.
- Proficiency in MS Excel
- Ability to work in a fast-paced and target-driven environment.
Job Types: Full-time, Permanent
Pay: ₹35, ₹45,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Provident Fund
Work Location: In person
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