• Supervise, guide, and motivate a team of customer service agents.
• Monitor daily operations to ensure team members meet their KPIs, including call handling, resolution time, and quality scores.
• Schedule and manage agent shift to ensure coverage during peak hours.
• Performance Monitoring and Coaching:
• Conduct regular performance reviews and one-on-one coaching sessions.
• Provide constructive feedback to improve agent performance, communication skills, and customer-handling abilities.
• Identify areas for training and skill development.
• Customer Issue Resolution:
• Handle escalated customer queries and complaints to ensure quick and satisfactory resolutions.
• Analyse recurring issues and suggest process improvements to minimize escalations.
• Performance Reporting:
• Prepare and share team performance reports,



including productivity, quality, and customer satisfaction metrics.
• Highlight areas of concern and recommend solutions to improve performance.
• Process Improvement:
• Collaborate with the operations and quality teams to streamline processes and enhance customer experience.
• Ensure compliance with company policies, contact centre protocols, and customer service best practices.
• Motivation and Team Engagement:
• Build a positive and energetic work workplace that fosters teamwork and high morale.
• Recognize and reward top-performing agents to maintain team motivation.
Maximum handled 30 agent

📌 Customer Service Team Lead (Mumbai)
🏢 Fatakpay
📍 Mumbai