Team Leader

Key Responsibilities:

1. Team Management
   • Lead and manage a team of customer care executives to deliver exceptional service.
   • Conduct regular team briefings, share updates, and address concerns promptly.
   • Monitor team attendance, performance, and adherence to schedules.
2. Customer Interaction and Issue Resolution
   • Act as the first point of escalation for complex customer queries and complaints.
   • Ensure prompt and effective resolutions while maintaining a professional demeanor.
   • Assist in managing high-profile or sensitive customer cases.
3. Performance Monitoring and Reporting
   • Track and evaluate team performance against defined KPIs, including FCR, CSAT, and AHT.
   • Provide daily, weekly, and monthly performance reports to the Assistant Manager.
   • Identify underperforming areas and recommend strategies for improvement.
4. Training and Development
   • Train new team members on processes, systems, and service standards.
   • Conduct regular coaching sessions to enhance team skills and knowledge.
   • Create and implement motivational strategies to boost team morale and productivity.
5. Process and Quality Compliance
   • Ensure team compliance with organizational policies, quality standards, and industry regulations.
   • Perform regular call audits and provide constructive feedback for improvement.
6. Collaboration and Communication
   • Coordinate with other departments (e.g., technical support, sales) to resolve customer issues efficiently.
   • Share customer insights and feedback with management for continuous process improvement.

Key Requirements:

1. Educational Qualifications
   • BCom +
2. Experience
   • 3+ years of experience in a call center, with at least 1 year in a team lead or supervisory role.
   • Experience in the automobile industry or related sectors is highly preferred.