Team Leader

About the role

The role requires strong leadership, analytical insight, and a customer‑centric mindset to continuously improve service quality and operational efficiency. Supervise and coach a team of Customer Care Executives, fostering a culture of excellence and continuous improvement. Monitor key performance indicators (KPIs) and service level agreements (SLAs), taking corrective action when targets are missed.

What you'll do

• Mentor Customer Care Executives, manage daily workflows, resolve escalated issues, and ensure compliance with SLAs and regulatory standards
• Supervise and coach a team of Customer Care Executives, fostering a culture of excellence and continuous improvement
• Monitor key performance indicators (KPIs) and service level agreements (SLAs), taking corrective action when targets are missed
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution
• Coordinate with cross‑functional teams (operations, compliance, IT) to streamline processes and resolve systemic problems

What you need

• 4–7 yrs of experience
• CRM
• Customer service
• MS Office
• Communication
• MBA or BBA or B.Com