Customer Care Team Leader

Job description

Job Title

Customer Care Role

Department

Customer Service / Customer Care

Reports To

Customer Care Manager / Operations Manager

Job Summary

The Customer Care Team Leader is responsible for leading, coaching, and motivating a team of customer service executives to deliver high-quality customer support. The role involves monitoring team performance, resolving escalated customer issues, ensuring adherence to company policies, and driving continuous improvement in customer satisfaction.

Key Responsibilities

• Supervise and manage the daily activities of the customer care team.
• Monitor team performance against KPIs such as SLA, quality, productivity, and customer satisfaction.
• Provide coaching, training, and regular feedback to team members.
• Handle and resolve escalated customer complaints professionally.
• Ensure adherence to company policies, processes, and service standards.
• Prepare daily, weekly, and monthly performance reports.
• Conduct team meetings and communicate process updates.
• Identify performance gaps and implement improvement plans.
• Coordinate with other departments to resolve customer issues efficiently.
• Support recruitment, onboarding, and performance appraisal activities.
• Maintain high levels of employee engagement and motivation.

Required Skills

• Strong leadership and team management skills.
• Excellent verbal and written communication.
• Problem-solving and conflict-resolution abilities.
• Customer-focused mindset.
• Good analytical and reporting skills.
• Ability to work under pressure and meet deadlines.
• Proficiency in MS Excel, MS Office, CRM software, and customer support tools.

Qualifications

• Bachelor's degree in any discipline (preferred).
• 2–5 years of experience in customer service, with at least 1–2 years in a team leadership role.
• Experience in handling customer escalations and team performance management.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Service Level Agreement (SLA) compliance
• Team productivity and attendance
• Quality Assurance (QA) scores
• Employee engagement and attrition
• Customer complaint resolution time

Job location is pan India

Current CTC hike

Interested candidate apply over the email recruit.mm@tciexpress.in/ 9315261423

Pay

₹15,000.00 - ₹30,000.00 per month

Benefits

• Paid time off
• Provident Fund

Work Location

In person