Customer Service Team Lead

Calling 24o7 Bpo Services; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Calling 24o7 Bpo Services in Pune, Maharashtra invites a results-driven Team Lead for inbound customer service. You will supervise a group of representatives to meet targets and deliver high-quality service.

You will design strategies to reduce attrition, monitor KPIs like AHT and shrinkage, coach staff in product knowledge and soft skills, and present weekly and monthly reviews. The role demands calm under pressure and strong communication.

Qualifications

• Experience in BPO/call centre inbound customer service is preferred.
• Ability to coach teams effectively in a fast-paced environment.
• Strong communication skills and calmness under pressure.

Responsibilities

• Lead a team of customer service representatives to achieve departmental targets and goals.
• Develop and implement effective strategies to reduce attrition, shrinkage, and improve overall performance.
• Understand and deliver key process metrics.
• Analyze metrics such as AHT, Shrinkage, Attrition rate to identify areas for improvement.
• Follow the roster properly.
• Ensure timely download of process updates/product guidelines.
• Have basic knowledge of data analytics and prepare weekly and monthly review presentations.
• Coach team members on inbound processes, product knowledge, and soft skills to enhance performance.

Skills

Team leadership

Communication

Coaching

Performance metrics

Data analytics basics

Job description

Roles and Responsibilities :

• Lead a team of customer service representatives to achieve departmental targets and goals.
• Develop and implement effective strategies to reduce attrition, shrinkage, and improve overall performance.
• Should be able to understand & deliver key process metrics.
• Analyze metrics such as AHT, Shrinkage, Attrition rate to identify areas for improvement.
• Should follow the roster properly.
• Ensure timely download of process updates/product guidelines.
• Should have basic knowledge of data analytics. Should be able to prepare weekly & monthly review presentation.
• Coach team members on inbound process, product knowledge, and soft skills to enhance their performance.

Job Requirements :

• 1-3 years of experience in BPO/Call Centre industry with focus on Inbound Customer Service.
• Strong understanding of inbound process and ability to coach teams effectively.
• Excellent communication skills with the ability to handle high-pressure situations calmly.