Senior Team Lead - Customer Care

About the role

The role will lead and coach customer service teams, drive performance against operational KPIs, strengthen quality and compliance discipline, and support consistent delivery of customer outcomes. The incumbent is expected to act as a strong operational bridge between frontline leadership and Operations Management while promoting accountability, process adherence and continuous improvement

What you'll do

• Team Leadership and Governance
• Lead, guide and support frontline customer service teams to achieve business objectives and deliver consistent customer experience
• Drive daily operating rhythm including huddles, performance reviews, coaching follow-ups and action tracking
• Support advisors in managing attendance, adherence, productivity, quality and team engagement
• Act as an escalation point for advisors on operational challenges, customer impact and people-related matters

What you need

• 7–13 yrs of experience
• Customer service
• Voice process
• Escalation handling
• Performance management
• Customer handling
• Problem solving
• Any graduate