Customer Service Team Leader

You will be responsible for supervising a team of Customer Service Executives. Your key responsibilities will include: - Monitoring performance metrics such as AHT, Quality, CSAT & Attendance - Providing regular coaching, training & feedback to team members - Handling escalated customer concerns and ensuring resolution - Maintaining daily MIS reports and sharing updates with management - Motivating the team to meet organizational goals and KPIs - Supporting process improvement and ensuring SOP adherence To be eligible for this role, you should meet the following 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 in Excel, email & CRM tools Skills required for this role include: - Leadership & coaching skills - Problem-solving & escalation handling - Performance monitoring & reporting - Team coordination & motivation - Customer-centric mindset If you join us, you can expect: - Competitive salary with performance-based growth - Leadership role in a customer-focused environment - Supportive team and professional development opportunities Please note that the work location is in person. Benefits: Provident Fund Education: Bachelor's (Required) Experience in the following areas is required: - Team Leader Customer service - Communication & Team Management Skills - Basic Computer Proficiency (MS Office and CRM tools) - Performance Monitoring (AHT/CSAT) and KPI Tracking - Excellent Verbal and Written Communication Skills - Rotational Shift Flexibility - Target-Driven and Goal-Oriented Approach - Daily Reporting and Documentation Skills - Coaching and Mentoring Team Members - BPO, KPO, or Contact Center Operations - Customer Retention & Service Excellence - Call Quality Monitoring and Feedback Delivery Language: English (Required),