Team Lead
TP · Hyderabad · onsite · Posted 42d ago
About a minute. You'll make an account on the way through.
About this role
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Job Description Team Leader (Customer Service Associate)
Role: Team Leader - Customer Service Operations (CSA)
Location: Gachibowli, Hyderabad
Salary: 5 - 6 LPA
Qualification: Any Graduate
Notice Period: Immediate Joiners Preferred
Role Summary
We are hiring a Team Leader - Customer Service Operations to manage and mentor a team of Customer Service Associates (CSAs). The ideal candidate should possess strong people management skills, excellent communication abilities, and experience in driving team performance, customer satisfaction, and operational excellence.
Key Responsibilities
- Lead, manage, and motivate a team of Customer Service Associates.
- Monitor team performance against KPIs, SLAs, productivity, and quality targets.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Handle escalations and ensure timely resolution of customer concerns.
- Drive employee engagement and maintain high team morale.
- Prepare and publish daily, weekly, and monthly performance reports.
- Collaborate with internal stakeholders to improve service delivery and customer experience.
- Ensure process compliance and adherence to company policies.
Mandatory Requirements
- Graduation is mandatory.
- Experience in Customer Service / Contact Center Operations.
- Prior team handling experience is mandatory.
- Strong people management and coaching skills.
- Excellent verbal and written communication skills.
- Ability to manage performance, attendance, and team productivity.
- Good problem-solving and stakeholder management skills.
- Immediate joiners preferred.
Preferred Skills
- Experience in BPO / Customer Support environment.
- Exposure to quality, productivity, and SLA management.
- Strong customer-centric mindset.
Interview Focus Areas
Team Handling Experience
Communication Skills
People Management
Escalation Handling
Performance Management
Customer Service Knowledge
Stakeholder Management
Interested Candidates can share their profiles to:
[email removed]
Best regards
Ramya V
Sourced from naukri