Job Title: Customer Contact Team Lead

Location: Mumbai

Experience: 5+ Years

Employment Type: Full time

Job Summary We are seeking an experienced Customer Contact Team Lead to lead a team of Customer Care Advisors, ensuring exceptional customer service, operational excellence, and achievement of sales and service KPIs. The ideal candidate will have robust leadership, people management, and customer service experience.

Key Responsibilities
Lead and manage a team of Customer Care Advisors to achieve service and productivity targets.
Monitor team performance through quality checks, coaching, and regular feedback.
Handle customer escalations and resolve complex reservations and ticketing issues.
Prepare operational reports and support process improvement initiatives.
Conduct performance reviews, training, and team development activities.




Collaborate with internal stakeholders to enhance customer experience and operational efficiency.

Requirements
Graduate with 5+ years of experience in customer service or contact center operations.
Proven experience in team leadership and people management.
Solid communication, problem-solving, and stakeholder management skills.
Knowledge of reservation systems (Altea preferred) is an advantage.
Willingness to work rotational shifts, including weekends and nights.

Skills: customer service,leadership,customer contact,customer care,people management,team management,customer escalation management,performance reviews,training,team development,operational efficiency,altea

📌 Customer Contact Team Lead Aviation, Mumbai
🏢 One Story
📍 Mumbai