Customer Care Team Leader

As a Customer Care Team Leader at our company, you will play a crucial role in overseeing our customer support operations. Your experience and leadership skills will be key in ensuring the success of our customer care team, particularly telecallers. Your responsibilities will include: - Leading, mentoring, and managing a team of telecallers/customer care executives to achieve performance targets. - Monitoring daily operations of the customer care department and ensuring adherence to service quality standards. - Developing scripts, FAQs, and training material to enhance customer interactions and resolution times. - Handling escalated customer queries and providing effective solutions. - Tracking team KPIs such as calls handled, resolution rates, TAT, customer satisfaction scores, and preparing regular reports for management. - Conducting regular performance reviews and providing coaching for continuous improvement. - Coordinating with other departments (Sales, Operations, etc.) to effectively resolve customer issues. - Ensuring compliance with company policies, data privacy regulations, and customer service protocols. To qualify for this role, you should have: - Minimum 5 years of experience in a customer care leadership role (Team Leader/Manager/Head). - Proven expertise in managing telecaller/customer service teams. - Strong people management, motivational, and conflict resolution skills. - Excellent verbal and written communication abilities. - Multilingual proficiency in English, Malayalam, Hindi, and regional languages would be highly valued. - Proficiency in using CRM tools, call center software, and MS Office. - Ability to thrive in a fast-paced environment with a customer-first mindset. This is a full-time, permanent position with benefits including Provident Fund. The work location is in person. If you are ready to take on this exciting opportunity and lead our customer care team to success, we encourage you to apply.,