Customer Service Team Lead

2 days ago

Gurgaon, Haryana, India Coforge Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description-Team Leader for Hearst

Job TitleTeam LeaderReference Code DepartmentOperationsDate Updated Process nameHearstHiring ManagerK Mani GandhanNo. of Position1Job LocationGurgaon

Job Summary:

We are seeking for an energetic Team leader to oversee a team handling inbound and outbound calls for USA-based customers. The ideal candidate will have a strong background in Calling operations, team management, and customer communication, along with the ability to drive performance and ensure high service quality while bringing maximum Saves/Collections. This individual will assist in developing, creating, and implementing customer Centric processes while making recommendations to improve the Saves/collection numbers as needed to enhance the overall Customers experience. Recommend, implement, and monitor preventative and corrective actions to ensure that operational standards are achieved. The candidate must be flexible to do any shift. The candidate will ensure exceptional customer satisfaction while focusing on resolving all the subscription related queries of the customers.

Key skills required:

  • Minimum 3 years of experience in Inbound/Outbound Calling.
  • Strong understanding of inbound/outbound calling processes for US Customers
  • Excellent communication and interpersonal skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Ability to lead by example, inspire, and motivate team members.
  • Flexibility to work in night shifts as per US time Zones
  • Exceptional listening and analytical skills
  • Must be proactive in raising alarm in case any standards are not met
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
  • Ability to remain patient at all times with both new and existing staff
  • Problem analysis and problem solving
  • Planning and organizing
  • Decision-making skills

Experience and Qualifications

Academic Qualifications & Certifications

  • Graduate in any discipline
  • Preferably Sales experience
  • Preferable - At least 2 year relevant experience

Roles and Responsibilities

  • Lead, mentor, and manage a team of customer service/sales representatives.
  • Monitor daily call activities (inbound and outbound) to ensure productivity and quality.
  • Set team targets (sales, customer satisfaction) and drive performance.
  • Conduct call audits, provide feedback, and ensure adherence to scripts and quality standards.
  • Handle escalated customer issues with professionalism and resolution oriented approach.
  • Prepare and deliver regular performance reports to the management and client.
  • Motivate and coach team members for continuous improvement and skill development.
  • Schedule shifts, manage attendance, and maintain discipline with the team.
  • Ensure compliance with US calling laws and time-zone etiquette
  • Identify root cause of the problems, possible solutions and provide actionable insight for Performance Improvement.
  • Conducting Calibration & Coaching sessions with the client
  • Coaching agents on Procedures and Policies. (Conducting group huddles for Update Dissemination and One to One coaching and feedback session)

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