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.
- Solid knowledge of team handling and performance management.
- Good 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.
Contact HR for more details.