- Role & Responsibilities
- - Manage a team of approximately 10–20 Customer Service Representatives (CSRs).
- Ensure the team consistently achieves or exceeds key performance indicators (KPIs) including sales targets, customer satisfaction, quality, and productivity.
- Provide regular, balanced, and timely performance feedback to team members.
- Foster a positive work environment focused on continuous learning and employee engagement.
- Lead and ensure adherence to operational standards and processes.
- Collaborate with fellow Team Leaders to achieve departmental goals.
- Handle day-to-day sales and service request management.
- Effectively communicate process updates and ensure smooth implementation across the team.
- Coach, mentor, and develop team members to enhance performance and career growth.
- Build strong team morale and promote a collaborative work culture.
- - Communicate daily plans, priorities, and potential challenges to the team.
- Identify performance gaps and implement development plans.
- Set clear objectives and monitor team performance.




- Execute developmental initiatives to improve productivity.
- Coordinate with cross-functional teams to achieve business targets.
- Support resource allocation and team management whenever required.

- - - Must Have Skills
- - Excellent verbal and written communication skills.
- Strong stakeholder management skills.
- Ability to set and achieve team goals.
- Valuable analytical skills with the ability to interpret MIS reports and take timely actions.
- - - Eligibility Criteria
- - Full-time Graduate/Post Graduate.
- Minimum 5 years of experience in a Call Center/BPO/Customer Service environment.
- Minimum 2+ years of Team Handling/Leadership experience.
- Experience in managing teams in a fast-paced, high-pressure environment.
- Strong people management, coaching, and performance management skills.

- - Regards,
- Sakshi Koli
- [email protected] o8097462309

📌 Team Leader - Indore
🏢 ICICI Lombard
📍 Indore