Roles and Responsibilities :

- Lead a team of customer service representatives to provide exceptional inbound customer support.

- Develop and implement effective strategies to improve customer satisfaction, retention, and overall performance metrics.

- Collaborate with cross-functional teams to resolve complex issues and escalations in a timely manner.

- Conduct regular coaching sessions to enhance team members' skills and knowledge.

- Should be able to monitor calls and provide regular coaching and mentoring to agents and track low performers in the team.

- Support to WFM or RTM team to meet the SLA’s of the process.

Manage

Shrinkage, Attrition and plan career mapping for agents.

Job Requirements :

- 1-2 years of experience in inbound customer service or related field.

- Solid leadership skills with ability to motivate and guide a team towards achieving goals.

- Excellent communication, problem-solving, and analytical skills for resolving customer complaints efficiently.

- Proficiency in managing multiple priorities simultaneously while maintaining attention to detail.

📌 Customer Service Team Lead (Pune)
🏢 Calling 24o7 BPO Services
📍 Pune