Customer Care Team Leader

Job Title: Customer Care Team Lead
Company: Benda Infotech Pvt. Ltd.
Location: Newtown, Kolkata
Shift: US Shift (Night) | 8:00 PM to 5:00 AM IST
Experience Required: 3 to 5 Years (Mandatory: US Staffing & Blended Process)
Salary: ₹18,000 – ₹25,000 per month + Attractive Incentives

Job Summary:

Benda Infotech is looking for a confident and experienced Customer Care Team Lead to manage and guide a dynamic support team operating in a US staffing environment. The ideal candidate should bring strong leadership qualities, hands-on experience in blended customer support processes, and a proven track record of managing teams during US night shifts.

Key Responsibilities:

• Lead and manage a team of customer care executives handling inbound & outbound calls, emails, and chats for US clients.
• Ensure smooth execution of the US staffing support process and maintain high levels of customer satisfaction.
• Monitor team performance, conduct regular feedback sessions, and drive performance improvements.
• Collaborate with senior management to align team goals with company objectives.
• Handle escalations effectively and provide timely resolutions.
• Train new team members and ensure continuous development of existing staff.
• Prepare and present performance reports regularly.
• Maintain compliance with internal policies and client requirements.

Key Requirements:

• 3 to 5 years of experience in customer care or support roles, with at least 1–2 years in a leadership capacity.
• Mandatory experience in US staffing and working in a blended process (voice + non-voice).
• Strong communication and interpersonal skills; fluent in English.
• Proven leadership skills: ability to motivate, manage, and lead a team effectively.
• Willingness to work in a night shift (8 PM – 5 AM IST).
• Good analytical skills and problem-solving ability.
• Familiarity with CRM systems and call center tools is a plus.

Perks & Benefits:

• Competitive fixed salary (₹18,000 – ₹25,000/month)
• Incentive-based earnings
• Performance bonuses
• Opportunity to grow within the organization
• Supportive work culture and environment

How to Apply:

Interested candidates can send their updated resume to damayanti.benda@gmail.com for more information.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Paid sick time

Work Location: In person