Team Lead

North East Hire Purchase Co India; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

North East Hire Purchase Co India in Gurugram is seeking a proactive Customer Support Team Lead to guide a team of Executives, drive KPI achievement, and maintain service standards on a daily basis.

You will handle escalations, conduct coaching sessions, monitor calls and emails, and coordinate with internal teams to resolve issues swiftly, all while ensuring CSAT targets in a fast-paced NBFC setting. Excellent English communication required.

Qualifications

• 1+ years of experience in team-handling in NBFC/Finance Industry.
• Mandatory experience in SLA management and CSAT.
• Excellent English communication skills.
• Strong leadership, communication, and interpersonal skills.
• Good problem-solving and decision-making abilities.
• Ability to manage team performance and achieve targets.
• Comfortable working in a fast-paced environment.
• Basic knowledge of MS Excel and performance reporting.

Responsibilities

• Lead, manage, and motivate a team of Customer Support Executives.
• Monitor daily team performance and ensure achievement of KPIs and targets.
• Handle escalated customer queries and complaints professionally.
• Conduct team briefings, coaching sessions, and performance reviews.
• Monitor calls, chats, and emails to maintain quality standards.
• Identify training and development needs of team members.
• Prepare and share daily and weekly performance reports.
• Coordinate with internal teams to resolve customer issues efficiently.
• Ensure adherence to company policies, processes, and customer service standards.
• Maintain a positive and productive team environment.

Skills

Team leadership

Communication

Interpersonal skills

Problem solving

Decision making

Tools

MS Excel

Job description

Key Responsibilities:

• Lead, manage, and motivate a team of Customer Support Executives.
• Monitor daily team performance and ensure achievement of KPIs and targets.
• Handle escalated customer queries and complaints professionally.
• Conduct team briefings, coaching sessions, and performance reviews.
• Monitor calls, chats, and emails to maintain quality standards.
• Identify training and development needs of team members.
• Prepare and share daily and weekly performance reports.
• Coordinate with internal teams to resolve customer issues efficiently.
• Ensure adherence to company policies, processes, and customer service standards.
• Maintain a positive and productive team environment.

Requirements:

• 1+ years of experience in team-handling in NBFC/Finance Industry.
• Mandatory experience in SLA management and CSAT.
• Excellent English communication skills.
• Strong leadership, communication, and interpersonal skills.
• Good problem-solving and decision-making abilities.
• Ability to manage team performance and achieve targets.
• Comfortable working in a fast-paced environment.
• Basic knowledge of MS Excel and performance reporting.