Customer Service Team Leader

Key Responsibilities

• Supervise a team of Customer Service Executives
• Monitor performance metrics such as AHT, Quality, CSAT & Attendance
• Provide regular coaching, training & feedback to team members
• Handle escalated customer concerns and ensure resolution
• Maintain daily MIS reports and share updates with management
• Motivate the team to meet organizational goals and KPIs
• Support process improvement and ensure SOP adherence

Eligibility Criteria

• Minimum 1 year of experience in Customer Service + Team Handling
• Strong knowledge of customer service operations
• Excellent communication and people management skills
• Ability to work under pressure in a target-oriented environment
• Basic computer proficiency – Excel, email & CRM tools

Skills Required

• Leadership & coaching skills
• Problem-solving & escalation handling
• Performance monitoring & reporting
• Team coordination & motivation
• Customer-centric mindset

Why Join Us

• Competitive salary with performance-based growth
• Leadership role in a customer-focused environment
• Supportive team and professional development opportunities

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹28,000.00 per month

Benefits:

• Provident Fund

Education:

• Bachelor's (Required)

Experience:

• Team Leader Customer service: 1 year (Required)
• Communication & Team Management Skills: 1 year (Required)
• Basic Computer Proficiency(MS Office and CRM tools) : 1 year (Required)
• Performance Monitoring AHT/CSAT) and KPI Tracking: 1 year (Required)
• Excellent Verbal and Written Communication Skills: 1 year (Required)
• Rotational Shift Flexibility: 1 year (Required)
• Target-Driven and Goal-Oriented Approach: 1 year (Required)
• Daily Reporting and Documentation Skills: 1 year (Required)
• Coaching and Mentoring Team Members: 1 year (Required)
• BPO, KPO, or Contact Center Operations: 1 year (Required)
• Customer Retention & Service Excellence: 1 year (Required)
• Call Quality Monitoring and Feedback Delivery: 1 year (Required)

Language:

• English (Required)

Work Location: In person