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