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Team Lead - Customer Experience

Team Lead - Customer Experience

Snabbit

5 - 31 years

4 - 5 Lacs

andheri east mumbai/bombay

Posted:3 weeks ago| Platform: Apna logo

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Skills Required

management chat planning monitoring audits compliance coaching escalation training reporting report metrics support

Work Mode

On-site

Job Type

Full Time

Job Description

Team Management:· Lead and supervise a team of 15–25 agents across inbound, outbound, and chat operations. · Monitor agent productivity and ensure adherence to schedules and KPIs (CSAT, AHT, FCR, SLA). · Handle team rosters, leave planning, and shift allocations. Performance & Quality Monitoring:· Conduct regular audits of customer interactions to ensure quality and compliance with SOPs. · Provide feedback, coaching, and performance improvement plans for underperforming team members. Escalation & Resolution Management:· Take ownership of customer escalations and work towards quick and satisfactory resolutions. · Coordinate with cross-functional teams (ops, product, training) for faster issue resolution. · Ps, quality checklists, and process updates through regular huddles and refresher. Reporting & Daily Ops:· Track and report daily team metrics to the CX Manager. · Share process improvement ideas based on ground-level insights. Note - 6 Days working & Rational Week off.

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Team Lead - Customer Experience