- 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. Motivation and Team Engagement:

- Build a positive and energetic work setting 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