We are looking for an experienced Team Leader Customer Service with strong Gujarati language proficiency to lead and manage a customer service team. The candidate will be responsible for ensuring high-quality customer interactions, achieving operational KPIs, managing team performance, and driving customer satisfaction.
Key Responsibilities
- Lead, manage, and motivate a team of Customer Service Associates.
- Monitor and improve team performance against KPIs, SLAs and quality targets.
- Handle customer escalations and ensure timely resolution of complex issues.
- Monitor CSAT, customer experience and service quality metrics.
- Conduct regular performance reviews, coaching and feedback sessions.
- Identify training and development requirements for team members.
- Manage attendance, productivity, shrinkage and attrition-related issues.
- Prepare and review daily/weekly performance reports.
- Coordinate with internal teams to resolve operational and customer-related issues.
- Ensure adherence to company policies, processes and compliance requirements.
- Drive continuous improvement in customer service processes.
- Maintain a positive and productive team environment.
Required Skills
- Gujarati language proficiency Mandatory
- Team handling / Team Leadership experience
- Customer Service / Customer Support experience
- Strong communication and interpersonal skills
- Customer escalation management
- Knowledge of CSAT, SLA and operational KPIs
- Coaching and performance management skills
- Problem-solving and decision-making ability
- Comfortable working from office
Educational Qualification
Any Graduate
Preferred Experience
4+ years of relevant experience, preferably in a Customer Service/BPO/ITES workplace, including team-handling experience.
Important Screening Criteria
1+ year as TL
- Candidate must be proficient in Gujarati.
- Candidate must be willing to work from office in Hyderabad or Gurgaon.
- Candidate must have complete employment documentation for all previous employments.
- Profiles with incomplete employment documentation should not be shared.
- Internships should not be included in the resume.
📌 Team Lead (Gurugram)
🏢 WSNE Consulting
📍 Gurugram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.