Customer Care Head

We are looking for an experienced and motivated Customer Care Head to lead and manage the customer care/support team. The ideal candidate should have strong experience in team handling, customer relationship management, and BFSI/FinTech operations, with a proven ability to drive service quality and team performance.

Key Responsibilities

• Lead, manage, motivate, and mentor the customer care/support team to achieve business and service objectives.
• Monitor and improve team performance against defined KPIs, SLAs, CSAT, AHT, FCR, productivity, and quality parameters.
• Manage inbound and outbound calling operations and ensure timely resolution of customer queries and complaints.
• Coach and mentor team members to improve their communication, productivity, and customer-handling skills.
• Monitor daily team performance and prepare regular performance reports.
• Ensure adherence to defined processes, quality standards, and service-level requirements.
• Identify performance gaps and implement corrective actions and improvement plans.
• Handle escalated customer issues and ensure effective resolution within defined timelines.
• Coordinate with internal teams to resolve customer-related issues and improve the overall customer experience.
• Drive a customer-centric culture within the team while ensuring operational efficiency.

Key Skills

• Team Handling & Team Management
• Customer Relationship Management (CRM)
• Inbound & Outbound Calling
• Coaching & Mentoring
• Customer Service & Complaint Resolution
• KPI & SLA Management
• CSAT, AHT & FCR Management
• BFSI / FinTech Operations
• Performance Monitoring & Reporting

Candidate Requirements

• Any Graduate qualification.
• 4 - 5 years of overall experience in customer care/customer support operations.
• Minimum 2 - 3 years of team-handling/team-management experience.
• Candidates with experience in BFSI / FinTech will be preferred.
• Strong communication, leadership, problem-solving, and customer-handling skills.
• Female candidates only.
• Immediate joiners or candidates with 030 days' notice period preferred.