Company - Atiya Healthcare Pvt Ltd Location- New Delhi Karol Bagh Customer Service Team Lead Role Overview As the Customer Service Team Lead candidates will drive excellence in patient and customer support for Atiya Healthcare Your focus will be on ensuring timely empathetic and high-quality support across all channels maintaining SLAs elevating service standards and cultivating a solid motivated team Key Responsibilities Team Leadership Coaching Lead mentor and motivate a team of customer service agents to deliver exceptional service Conduct regular performance reviews provide feedback and facilitate coaching training Enable team knowledge via audits of communications plus refresher sessions Quality Process Excellence Define implement and monitor service policies and SOPs to ensure adherence to SLAs and service standards Oversee quality assurance processes reviewing emails chat and call interactions providing corrective guidance to maintain standards Operations Escalation Management Manage agent shifts scheduling staffing and workload distribution for optimal coverage Oversee ticketing systems ensure timely closure of support queries and implement escalation protocols as needed Metrics Continuous Improvement Monitor KPIs including CSAT FCR First Contact Resolution AHT Average Handling Time and ticket backlog Use data insights to drive coaching highlight system gaps and boost team performance and customer satisfaction Ideal Profile Requirements Experience 5 years in customer service roles with at least 3 to 4 years in a team-leading or supervisory capacity Skills Strong leadership and people development abilities Excellent written and verbal communication Customer-centric mindset and attention to detail Familiarity with quality assurance customer service tools and ticketing systems Qualifications Bachelor s degree or equivalent experience Interested candidates can apply on whatsapp (phone hidden) Job Types Full-time Permanent Pay 20 000 00 - 35 000 00 per month Work Location In person

📌 Customer Support Team Leader ( Bpo) (New Delhi)
🏢 Recognized
📍 New Delhi