Key Responsibilities:

- Lead, manage, and motivate a team of Customer Support Executives.
- Monitor daily team performance and ensure achievement of KPIs and targets.
- Handle escalated customer queries and complaints professionally.
- Conduct team briefings, coaching sessions, and performance reviews.
- Monitor calls, chats, and emails to maintain quality standards.
- Identify training and development needs of team members.
- Prepare and share daily and weekly performance reports.
- Coordinate with internal teams to resolve customer issues efficiently.
- Ensure adherence to company policies, processes, and customer service standards.
- Maintain a positive and productive team environment.

Requirements:

- 1+ years of experience in team-handling in NBFC/Finance Industry.
- Mandatory experience in SLA management and CSAT.
- Excellent English communication skills.
- Strong leadership, communication, and interpersonal skills.
- Valuable problem-solving and decision-making abilities.
- Ability to manage team performance and achieve targets.
- Comfortable working in a fast-paced workplace.
- Basic knowledge of MS Excel and performance reporting.

📌 Team Lead (Gurugram)
🏢 North East Hire Purchase Co India
📍 Gurugram