Job Description Customer Service Team Leader

Position: Customer Service Team Leader
Company: Matrimony.com
Location: Andheri East, Mumbai
Department: Customer Service
Experience: 3–5 Years (BPO/Customer Service)
Qualification: Graduate (Mandatory)
Team Size: Manage a team of 30–35 Customer Service Executives
Shift: Rotational Shift
Week Off: Rotational Week Off

Preference : Male Candidates

Job Summary

We are looking for an experienced and dynamic Customer Service Team Leader to manage a team of 30–35 Customer Service Executives. The ideal candidate should have robust leadership, people management, and customer handling skills, with the ability to drive team performance, customer satisfaction, and revenue through effective cross-selling and upselling initiatives.

Key Responsibilities
- Lead, manage, and motivate a team of 30–35 Customer Service Executives.
- Monitor daily team performance and ensure service level targets (SLAs) are achieved.
- Drive team performance on customer service, cross-selling, and upselling targets.




- Coach team members on identifying customer needs and recommending relevant products and premium services.
- Monitor conversion rates and revenue generated through cross-selling and upselling activities.
- Handle customer escalations and ensure timely resolution.
- Conduct regular team huddles, coaching sessions, and one-on-one feedback sessions.
- Monitor call quality and adherence to company policies and processes.
- Track team productivity, attendance, and schedule adherence.
- Prepare and share daily, weekly, and monthly performance reports.
- Identify training needs and support the learning and development of team members.
- Coordinate with cross-functional teams to resolve customer concerns efficiently.
- Drive customer satisfaction while achieving service and sales KPIs.
- Continuously identify opportunities to improve customer experience, team performance, and business revenue.

Required Skills
- Strong leadership and team management

📌 Immediate Opening (Mumbai Suburban)
🏢 Matrimony.com
📍 Mumbai Suburban