Process: BPO – Customer Service (Inbound / Outbound)
? Location: Ghansoli, Navi Mumbai
Position: Team Leader – Customer Service
Job Responsibilities
- Manage and lead a team of Customer Service Associates.
- Monitor daily team performance and achieve operational targets.
- Ensure quality customer service and customer satisfaction.
- Conduct daily team briefings, coaching and feedback sessions.
- Monitor attendance, shrinkage, productivity and attrition.
- Handle escalations and resolve customer queries.
- Prepare daily MIS and performance reports.
- Drive team productivity, quality and process efficiency.
Candidate Requirements
- Minimum 1–2 years of experience as a Team Leader in a BPO Customer Service process.
- Excellent communication and leadership skills.
- Strong knowledge of team handling and performance management.
- Valuable understanding of CRM, MIS and customer service metrics.
- Ability to manage targets and handle escalations independently.
Additional Details
? Work Location: Ghansoli, Navi Mumbai
? Industry: BPO / Customer Service
? Role: Team Leader
? Salary: As per experience and interview.
? Interested candidates can share their updated resumes.