TEAM LEAD - CUSTOMER CARE

Key Responsibilities1. Team Management

• Lead, train, and mentor a team of telecallers.
• Assign daily calling targets and monitor performance.
• Conduct weekly performance reviews and coaching sessions.
• Ensure discipline, attendance, and work ethics within the team.

2. Calling Operations

• Oversee daily outbound and inbound call activities.
• Ensure scripts are followed and improved based on feedback.
• Support the team in handling tough calls or escalations.
• Track callback schedules, follow-ups, and lead status movement.

3. Performance & Reporting

• Maintain and analyze daily/weekly/monthly call reports.
• Monitor KPIs: call volume, talk time, conversion %, follow-up efficiency, lead ageing.
• Identify performance gaps and fix them immediately.
• Coordinate with sales/marketing teams for lead quality and feedback.

4. Process & Quality Control

• Ensure CRM entries are accurate and updated in real time.
• Maintain high standards of communication quality.
• Optimize calling processes, scripts, and follow-up systems.
• Ensure compliance with organizational guidelines.

5. Coordination

• Work with the sales team to align lead pipeline and targets.
• Coordinate with digital/marketing teams for campaign lead flow.
• Sync with management on team progress, challenges, and improvements.

Required Skills

• Strong communication and leadership skills.
• Ability to drive performance and manage pressure.
• Problem-solving mindset with quick decision-making.
• Proficiency in CRM tools and call-tracking systems.
• Ability to motivate and upskill team members.

Job Type: Full-time

Pay: ₹13,021.74 - ₹20,122.51 per month

Work Location: In person