We are seeking a dedicated and experienced Team Lead for our Customer Service department in Maharashtra. The ideal candidate will have a strong background in managing teams within the voice process sector, ensuring high-quality customer service and support. As a Team Lead, you will be responsible for overseeing daily operations, guiding team members, and implementing strategies to enhance customer satisfaction and operational efficiency.

Key Responsibilities

- Lead and manage a team of customer service representatives, providing coaching and support to ensure they meet performance targets.
- Monitor team performance metrics and implement improvement plans as necessary.
- Develop and maintain training programs for new hires and ongoing training for existing staff.
- Handle escalated customer inquiries and complaints, ensuring resolution in a timely manner.




- Collaborate with other departments to streamline processes and improve customer experience.
- Prepare reports on team performance and customer feedback for management review.

Required Skills

- Proven experience in a customer service role, preferably in a voice process environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed decisions.
- Familiarity with customer service software and tools.
- Knowledge of the insurance, loans, or credit sectors is a plus. If you are passionate about customer service and have the skills to lead a team effectively, we encourage you to apply for this exciting chance.

This job is provided by Shine.com

📌 Team Lead - Customer Service (Mumbai)
🏢 GLOBAL SERVICES
📍 Mumbai