Team Leader
AurangabadFull-time20–30 yrsPosted 6 days ago
Leadership customer support role at Career Site in Aurangabad. Needs 20+ years and a BBA or B.Com.
About the role
You will ensure service excellence, coach staff, monitor KPIs, and collaborate with cross‑functional teams to continuously improve processes and customer satisfaction. Supervise, mentor and schedule a team of CCEs to meet service level agreements. Monitor daily performance metrics (AHT, CSAT, FCR) and implement corrective actions.
What you'll do
- Ensure service excellence, coach staff, monitor KPIs, and collaborate with cross‑functional teams to continuously improve processes and customer satisfaction
- Supervise, mentor and schedule a team of CCEs to meet service level agreements
- Monitor daily performance metrics (AHT, CSAT, FCR) and implement corrective actions
- Handle escalated customer issues and provide timely resolutions
- Conduct regular coaching sessions and performance reviews
What you need
- CRM
- Customer service
- Data privacy
- MS Office
- SOP writing
- KYC