Team Leader

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

• 20–30 yrs of experience
• CRM
• Customer service
• Data privacy
• MS Office
• SOP writing
• KYC
• BBA or B.Com