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