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Senior Team Leader

3 years

0 Lacs

Thiruvananthapuram

Posted:2 days ago| Platform:

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Skills Required

service coordination training support metrics resolve coaching mentoring marketing planning management

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title: Team Lead – CSA Department: Customer Service associate Location: ATTINGAL Job Summary: The Team Lead – CSA will be responsible for supervising and guiding the Customer Service Associates (CSAs) to ensure optimal customer experience and service quality. This role involves team coordination, handling escalated queries, training new team members, and ensuring team targets are met in alignment with organizational goals. Key Responsibilities: Lead, manage, and support the CSA team to deliver high-quality customer service. Monitor daily operations and performance metrics to ensure team efficiency. Handle complex or escalated customer issues and resolve them professionally. Provide coaching, mentoring, and regular feedback to team members. Conduct training sessions for new hires and refresher courses for existing CSAs. Ensure adherence to company policies, service standards, and procedures. Collaborate with other departments (marketing, operations, Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Benefits: Cell phone reimbursement Schedule: Day shift Morning shift Supplemental Pay: Performance bonus Ability to commute/relocate: Thiruvananthapuram, Kerala: Reliably commute or planning to relocate before starting work (Required) Experience: Customer relationship management: 3 years (Required) Telemarketing: 1 year (Required) Team management: 1 year (Required) Work Location: In person

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