Key Responsibilities:

- Monitor daily team performance against key performance indicators (KPIs) such as customer satisfaction (CSAT), response time, resolution time, quality, and productivity.
- Handle and resolve complex customer escalations in a timely and professional manner.
- Train new team members and provide ongoing development to existing staff.
- Ensure adherence to company policies, customer service standards, and operational procedures.
- Monitor customer interactions for quality assurance and provide constructive feedback.
- Prepare daily, weekly, and monthly performance reports.

1. 3–5 years of experience in customer service, with at least 1–2 years in a team leadership role.
2. Experience in handling customer escalations and team management.

- Required SkillsExcellent verbal and written communication skills.
- Solid leadership and people management abilities.
- Customer-focused mindset.
- Problem-solving and conflict resolution skills.
- Analytical and reporting skills.
- Proficiency in CRM software, Microsoft Excel, Word, and PowerPoint.
- Time management and organizational skills.

📌 Team Leader - Operations (Bengaluru)
🏢 Surya Jobs OPC Private
📍 Bengaluru