Premier Customer Support; Basic Process Onboarding; Bookings; Case Management; Claims Handling; Escalated Issue Resolution; Execution of Solution Logistics; Inquiry; Issue Resolution; Oversee All Representative Activities (including Coaching Monitoring); Pro-active Notification; Pro-active Prevention; Relationship Management; Run and Provide Customized Reporting

Job Details

Title - Premier Customer Care Team Leader

Department - Customer Experience

Number of positions - 1

Job Summary

Job Purpose

- Support the manager by taking supervisory responsibility for day-to-day coordination of team activities.
- Ensure processes and procedures are completed promptly, consistently, and in compliance with company goals and regulatory requirements.
- Provide supervisory support to clerical employees by allocating tasks, providing direction, and ensuring timely completion.
- Motivate the team to achieve performance and operational objectives.

People Performance Supervision

- Drive high levels of team performance.
- Ensure team members understand objectives and performance expectations.
- Assess performance using approved methods and provide regular feedback and development guidance.
- Update the manager on team performance.
- Assist the team in managing and completing workload effectively.
- Develop and use tools to monitor the completeness and accuracy of departmental processes.
- Handle escalated, complex, or high-impact customer issues as required.

Processes Procedures

- Initiate and implement corrective actions when required.
- Review processes and documentation to ensure compliance with standards and procedures.
- Identify, investigate, and escalate anomalies, issues, or variances to management.
- Participate in or lead continuous improvement initiatives within the department.

Planning

- Support the manager in workforce planning, scheduling, and rostering.




- Ensure departmental priorities are effectively managed.
- Communicate team targets and goals.
- Provide regular progress updates to management and the team.

Training

- Support the manager in identifying team training needs.
- Align briefings/trainings for the team with LD.

Management Support

- Provide administrative, data management, reporting, and analytical support.
- Deputize for the manager when required.
- Ensure confidentiality of sensitive information.

Reporting Data Management

- Ensure timely and accurate completion of team/customer reports.
- Support the development and improvement of reporting practices and information management systems.

Project Management

- Participate in regional departmental projects.
- Conduct research and analysis.
- Identify local implementation issues and recommend practical solutions.

Compliance

- Ensure compliance with company policies, procedures, legislation, external regulations, and service agreements.
- Ensure required approvals are obtained throughout processes.
- Conduct departmental audits where applicable.
- Escalate non-compliance issues to management promptly.

Stakeholder Alignment

- Collaborate with internal teams and key stakeholders to ensure process accuracy and timely completion.
- Liaise with customers, vendors, and employees to resolve escalated issues.
- Build alignment and secure stakeholder commitment to agreed actions.
- Lead the implementation of corrective actions resulting from stakeholder discussions and process reviews.

You will be a great fit if you





- You have proven experience leading or supervising operational, administrative, or customer service teams in a fast-paced environment.
- You are a people-focused leader who motivates, coaches, and develops team members to consistently achieve performance targets.
- You have strong organizational and prioritization skills, with the ability to coordinate workloads and meet deadlines while maintaining high-quality standards.
- You are confident handling escalated customer, employee, or vendor issues and can make sound decisions under pressure.
- You have experience monitoring team performance, conducting audits, ensuring compliance, and implementing corrective actions.
- You are passionate about continuous improvement and have a track record of identifying process enhancements that improve efficiency, quality, and customer outcomes.
- You possess strong analytical skills and are comfortable preparing reports, interpreting data, and using insights to support operational decisions.
- You are team-oriented and build strong working relationships with cross-functional teams, stakeholders, vendors, and customers.
- You demonstrate a high level of integrity, professionalism, and discretion when handling confidential information.
- You have excellent communication skills and can clearly communicate goals, expectations, progress, and performance across all levels of the organization.
- You are committed to maintaining compliance with company policies, regulatory requirements, and service level agreements while driving a culture of accountability and continuous improvement.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Premier Customer Care Team Leader (Gurugram)
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