Customer Care Team Lead

Job Description

Role & responsibilities Team Management: Lead and manage a team of customer support representatives for inbound processes. Monitor team performance to meet KPIs (e.g., call quality, AHT, FCR, CSAT, etc.). Conduct regular one-on-ones, coaching sessions, and team meetings. Operations Oversight: Ensure smooth daily operations of the inbound process, including queue management and call routing. Handle escalations and complex customer queries to ensure resolution and customer satisfaction. Collaborate with workforce management for efficient staffing and scheduling. Performance Monitoring: Regularly review and analyze team performance metrics, identifying areas of improvement. Prepare and present performance reports to stakeholders. Training and Development: Conduct training sessions to enhance skills and knowledge. Develop and implement improvement plans for underperforming team members. Quality Assurance: Audit call recordings and other interactions for quality adherence. Implement initiatives to improve service quality and reduce errors. Collaboration: Coordinate with other departments (e.g., QA, HR, and IT) to resolve issues affecting team performance. Provide feedback on operational challenges to leadership and propose solutions. Customer Experience: Drive initiatives to improve customer satisfaction and loyalty. Ensure adherence to company policies, processes, and service level agreements (SLAs). Preferred candidate profile Educational Background: Bachelors degree or equivalent (preferred but not always mandatory). Perks and benefits Compensation: Competitive salary with regular increments based on performance. Performance-based incentives and bonuses. Work-Life Balance: Fixed or rotational shifts with weekly offs. Paid time off, sick leaves, and holidays as per company policy. Health & Wellness: Health insurance (medical, dental, vision) for the employee and family. Access to mental health support programs or counseling services. Career Growth: Internal promotions and career advancement opportunities. Access to skill development programs, certifications, and workshops. Recognition and Rewards: Regular recognition programs such as "Employee of the Month." Gift vouchers, awards, and company-sponsored events for high performers. Workplace Benefits: Cafeteria, free snacks, and beverages (if on-site). Cab/transportation facilities (if applicable). Ergonomic workspace and modern technology support. Financial Benefits: Provident Fund (PF) contributions. Employee stock options or profit-sharing (in some organizations). Loans and advance salary options in emergencies. Other Perks: Fun activities, team outings, and cultural events. Flexible work-from-home options (if applicable). Referral bonus for recommending hires.