Customer Service Team Leader

Responsible for managing and guiding the CRC team to achieve assigned business and customer-service targets through effective team supervision, performance monitoring, quality control, coaching, and process adherence.

Key Responsibilities

Manage and supervise a team of Customer Relationship Executives (CREs) and ensure achievement of daily, weekly, and monthly targets.

Monitor daily calling activities, including dial count, reachability, attempts, conversion, and pending follow-ups.

Conduct regular team huddles, performance reviews, coaching sessions, and feedback discussions.

Identify performance gaps at individual and team levels and implement corrective action plans.

Ensure all customer interactions are handled professionally and in accordance with defined CRC processes and call scripts.

Prepare and share daily/weekly/monthly performance reports and highlight key observations and action points.

Ensure adherence to attendance, roster, shift timings, grooming, workplace discipline, and other organizational policies.

Motivate the team and create a positive, performance-oriented work environment.

Required Skills & Competencies

Strong team handling and people-management skills

Good communication and interpersonal skills

Ability to monitor and interpret performance/MIS reports

Good knowledge of CRM, MS Excel/Google Sheets and call-center applications

Ability to work under pressure and achieve targets

Good understanding of call-center operations

Qualification & Experience

Graduate in any discipline.

Above 2 years of experience in a Team Leader role in a Call Centre/BPO.

Experience in handling a team of 15–20+ executives will be preferred.

Pay

₹25,000.00 - ₹35,000.00 per month

Benefits

Health insurance

Provident Fund

Experience

Team Handling

1 year (Required)

Work Location

In person