Team Lead - Customer Care

About the role

The role is responsible for driving team performance, coaching advisors, maintaining quality and process adherence, resolving escalations and supporting operational governance. The ideal candidate should have strong people management capability, good understanding of contact centre metrics and the ability to deliver customer-focused outcomes in a banking or financial services environment

What you'll do

• Lead, motivate and coach a team of customer service advisors to deliver business objectives and high-quality customer interactions
• Conduct daily huddles, performance check-ins, coaching conversations and team engagement activities
• Manage attendance, schedule adherence, productivity, break compliance and operational discipline for assigned advisors
• Create a positive, accountable and customer-focused team environment
• Monitor advisor-level KPIs including service delivery, productivity, quality, customer experience, adherence and escalation trends

What you need

• 5–9 yrs of experience
• Customer service
• Voice process
• Escalation handling
• Customer handling
• Communication
• Performance management
• Any graduate