Responsible for managing and guiding the CRC team to achieve assigned business and customer-service targets through effective team supervision, performance monitoring, quality control, coaching, and process adherence.

Key Responsibilities:

- Manage and supervise a team of Customer Relationship Executives (CREs) and ensure achievement of daily, weekly, and monthly targets.
- Monitor daily calling activities, including dial count, reachability, attempts, conversion, and pending follow-ups.
- Conduct regular team huddles, performance reviews, coaching sessions, and feedback discussions.
- Identify performance gaps at individual and team levels and implement corrective action plans.
- Ensure all customer interactions are handled professionally and in accordance with defined CRC processes and call scripts.
- Prepare and share daily/weekly/monthly performance reports and highlight key observations and action points.
- Ensure adherence to attendance, roster, shift timings, grooming, workplace discipline,



and other organizational policies.
- Motivate the team and create a positive, performance-oriented work environment.

Required Skills & Competencies:

- Strong team handling and people-management skills
- Good communication and interpersonal skills
- Ability to monitor and interpret performance/MIS reports
- Positive knowledge of CRM, MS Excel/Google Sheets and call-center applications
- Ability to work under pressure and achieve targets
- Good understanding of call-center operations

Qualification & Experience:

- Graduate in any discipline.
- Above 2 years of experience in a Team Leader role in a Call Centre/BPO.
- Experience in handling a team of 15–20+ executives will be preferred.

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Health insurance
- Provident Fund

Experience:

- Team Handling: 1 year (Required)

Work Location: In person

📌 Customer Service Team Leader (Kakkanad)
🏢 POPULAR VEHICLES AND SERVICES
📍 Kakkanad