We are seeking a dedicated and experienced Team Lead for our Customer Service department. The ideal candidate will be responsible for overseeing a team of customer service representatives, ensuring high levels of customer satisfaction, and managing team performance metrics. This role requires a strong leader who can motivate and guide their team while also addressing any challenges that arise in a rapid-paced environment.

Key Responsibilities:
Lead and manage a team of customer service agents, providing guidance and support to ensure they meet performance targets.
Monitor team performance metrics, including attrition and shrinkage rates, and implement strategies to improve these metrics.
Foster a positive and productive work environment that encourages team collaboration and high morale.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.




Conduct regular training sessions and performance reviews to develop team skills and enhance service quality.
Collaborate with other departments to improve customer service processes and address any operational challenges.

Required Skills:
Proven experience in a team lead or supervisory role within a customer service setting.
Strong understanding of customer service principles and practices.
Excellent communication and interpersonal skills, with the ability to engage and motivate team members.
Ability to analyze performance data and implement improvement strategies.
Experience in managing attrition and shrinkage in a customer service context.
Familiarity with international voice processes is a plus.

If you are passionate about customer service and have a track record of leading successful teams, we encourage you to apply for this exciting prospect.

📌 Team Lead Customer Service Navi Mumbai
🏢 Conviction
📍 Navi Mumbai