Job Summary: The Team Leader Customer Service is responsible for managing a team of customer service executives to ensure high-quality client interactions, process adherence, and operational efficiency. The role focuses on team supervision, CRM discipline, call quality monitoring, case coordination, and customer satisfaction improvement.

Key Responsibilities:

1. Team Management

- Supervise and guide customer service agents on daily operations.
- Ensure adherence to defined frontend and backend task structure.
- Monitor attendance, productivity, and performance standards.
- Conduct regular team reviews and coaching sessions.

2. Customer Experience & Call Quality

- Monitor live and recorded calls to ensure quality standards.
- Ensure structured call flow including case verification, summary, and feedback questions.
- Identify and escalate WOW calls and appreciation feedback.
- Minimize case cancellations through proactive follow-ups.

3. CRM & Process Compliance

- Ensure accurate and timely updates in CRM system.
- Monitor case follow-ups, TAT adherence, and lead allocation.




- Maintain process documentation and ensure SOP compliance.

4. Performance Monitoring & Reporting

- Track KPIs including productivity, case cancellations, TAT compliance, and customer satisfaction.
- Prepare and share daily/weekly performance reports.
- Identify performance gaps and implement corrective action plans.

5. Cross-Functional Coordination

- Coordinate with Production, Sales, and Logistics teams for smooth case flow.
- Ensure clear communication between offices and internal departments.

Preferred Experience

- 3-6 years experience in Customer Service / CRM
- Prior team handling experience preferred
- Experience in dental lab / healthcare / BPO industry is an advantage

Key Competencies

- Solid leadership and team management skills
- Excellent communication and interpersonal abilities
- CRM proficiency (Zoho preferred)
- Analytical and problem-solving mindset
- Ability to handle escalations professionally

📌 Team Lead - Customer Service (Mumbai)
🏢 Illusion Dental Laboratory
📍 Mumbai