Company Description Lulu & Sky is one of India’s leading online fashion destinations, offering runway-inspired apparel, footwear, handbags, accessories, and lifestyle essentials at accessible prices. The brand focuses on modern shoppers who express their individuality through bold, trend-forward style. By combining innovative, trend-led design with quality craftsmanship, Lulu & Sky delivers a seamless shopping experience across web and mobile platforms.

Frequent new arrivals help customers stay ahead of the latest fashion trends while enjoying strong value. The company’s mission is to make contemporary fashion accessible to everyone through stylish, affordable collections supported by reliable service and a convenient online experience.

Role Description The Call Center Team Lead role at Lulu and Sky Brands Private Limited is a full-time, on-site position based in New Delhi. The team lead oversees daily call center operations, including monitoring call queues, assigning tasks, and ensuring timely resolution of customer inquiries and issues. This role includes coaching and mentoring customer service representatives, providing performance feedback, and conducting regular training to maintain high service standards.

The team lead tracks key performance metrics, analyzes call data,



and implements improvement initiatives to enhance customer satisfaction and efficiency. The position also involves handling escalated calls, collaborating with cross-functional teams to resolve complex problems, and supporting process documentation and compliance with company policies.

Qualifications

- Candidates should possess robust Customer Service and Customer Satisfaction skills to manage inquiries, resolve issues, and uphold service quality.
- Candidates should possess excellent Communication and Interpersonal Skills to lead teams, handle escalations, and engage with customers effectively.
- Candidates should possess solid Analytical Skills to interpret call center metrics, identify trends, and recommend process improvements.
- Experience in call center operations or contact center leadership, preferably in e-commerce or retail, is beneficial.
- Proven ability to supervise teams, manage schedules, and drive performance against service level targets.
- Comfort with using CRM tools, call center software, and basic MS Office applications.
- Strong problem-solving abilities, attention to detail, and a customer-first mindset.
- Relevant diploma or degree in business, communications, or a related field is preferred.

📌 Call Center Team Lead (New Delhi)
🏢 Lulu And Sky Brands Private
📍 New Delhi