Walk-in || Team Leader - Call Centre

We are looking for an experienced and customer-focused Team Leader Customer Care to manage and lead a team of Customer Care Executives. The role will be responsible for ensuring excellent customer service, achieving team targets, monitoring performance and quality, handling escalations, and maintaining adherence to company processes

Role & responsibilities

• Manage, motivate, and guide a team of Customer Care Executives to achieve defined performance targets.
• Monitor daily team performance, productivity, attendance, and service levels.
• Ensure timely and effective resolution of customer queries, complaints, and service requests.
• Handle critical customer escalations and ensure appropriate resolution within defined timelines.
• Monitor calls/interactions to ensure adherence to quality standards and customer service guidelines.
• Provide regular coaching, feedback, and performance support to team members.
• Conduct team meetings and communicate business updates, process changes, and company policies.
• Identify performance gaps and implement appropriate corrective and improvement measures.
• Ensure team members follow defined processes, SOPs, and compliance requirements.
• Track key performance indicators such as AHT, FCR, CSAT, Quality Score, Productivity, and Service Level.
• Prepare and share daily/weekly/monthly performance reports with the reporting manager.
• Coordinate with internal departments to resolve customer-related issues effectively.
• Support training and onboarding of new Customer Care Executives.
• Maintain discipline, punctuality, attendance, and a positive work environment within the team.
• Ensure optimum utilization of team resources and effective work allocation.

Preferred candidate profile

• Graduate in any discipline.
• 25 years of experience in Customer Care/Customer Service/BPO/Contact Centre operations.
• Minimum 1–2 years of experience in a Team Leader or supervisory role preferred.
• Experience in handling a team of Customer Care Executives will be an added advantage.