Criteria He She should have handled a team of 12 to 15 members E-commerce BPO experience is a mustExperience in training team members to handle irate frustrated customersExperience as a Customer Service Executive for Minimum 1 5 years Experience in solving customer queries through calls mails Nice to have Experience with customer service software tools CRM ticketing systems fresh desk Key Responsibilities 1 Team Management - Lead and motivate a team of customer service representatives - Conduct performance coaching and feedback sessions - Training agents how to handle irate frustrated customers - Training agents to make negative feedback to positive feedback - Monitor team performance and implement improvements 2 Customer Service Operations - Ensure high-quality customer interactions and issue resolution - Monitor and analyze customer feedback and metrics CSAT FCR etc - Implement process improvements to enhance customer experience 3 Reporting and Analysis - Generate reports on team performance and customer service metrics - Analyze data to identify trends and areas for improvement 4 Collaboration - Work with other departments to resolve customer issues and improve processes - Collaborate with training team to ensure adequate training for customer service representatives Requirements BPO experience in a customer service role or leadership position 2 years of experience in a team lead or supervisory role in customer service Should have managed a team of 15 agents Solid leadership coaching and communication skills Ability to analyze data and drive process improvements Customer service experience in a fast-paced environment Nice to Have Experience with customer service software and tools CRM ticketing systems fresh desk Knowledge of customer service best practices and industry trends Customer service lead in ecommerce firm send cv connect panindiahrservices in Job Type Full-time Pay 45 000 00 - 55 000 00 per month Language English Preferred Hindi Preferred Work Location In person

📌 Team Lead For Customer Service (Maharashtra)
🏢 Pan India HR Services
📍 Maharashtra