Customer Service Team Leader

Job Description

Job Title: Team Leader – Outbound NPS Feedback Process Location: Bharatpur, Rajasthan Industry: Automobile – After Sales Service Department: Call Center / Customer Experience Process Type: Outbound – NPS (Net Promoter Score) Feedback Calls Job Summary: We are looking for a proactive and experienced Team Leader to manage our outbound call center team responsible for conducting NPS feedback calls to customers post vehicle servicing. The candidate will ensure high team productivity, adherence to quality standards, and timely reporting to improve customer satisfaction insights for the automobile sector. Key Responsibilities: Lead, motivate, and manage a team of outbound callers (NPS agents). Ensure daily calling targets and NPS data collection goals are met. Monitor live calls, provide feedback, and coach team members for performance improvement. Handle escalations and ensure timely resolution. Maintain accurate records of calls, feedback, and team performance reports. Ensure adherence to calling scripts, data privacy, and quality guidelines. Coordinate with internal stakeholders (Service Teams, Client Reps) for updates and escalations. Prepare and share MIS/reports on daily/weekly/monthly basis. Required Skills & Qualifications: Minimum 1-2 years of experience as a Team Leader in a call center (preferably outbound process). Prior experience in customer feedback or NPS calling processes is a plus. Strong communication and team management skills. Good analytical and problem-solving abilities. Familiarity with CRM tools, Excel, and basic reporting. Ability to handle pressure and meet deadlines. Language proficiency: Hindi (mandatory), English (basic). Educational Qualification: Graduate in any discipline (Preferred: BBA, B.Com, or any related field) Working Days & Timings: 6 Days Working (Monday to Saturday) Timings: 9:30 AM – 6:30 PM Salary: As per industry standards (based on experience and performance) Job Types: Full-time, Permanent, Fresher Pay: ₹12,413.95 - ₹15,000.00 per month Benefits: Cell phone reimbursement Commuter assistance Health insurance Internet reimbursement Leave encashment Life insurance Provident Fund Schedule: Day shift Supplemental Pay: Performance bonus Yearly bonus Location: Bharatpur, Rajasthan (Required) Work Location: In person Speak with the employer +91 8094740888