Team Lead - CCT

Credit Saison India; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Credit Saison India seeks a capable leader to drive a Customer Contact Team, ensuring efficient support and a positive customer experience. The role emphasizes coaching, SLA attainment, and cross-functional collaboration to resolve issues and improve service standards.

You will oversee daily operations, train staff, and monitor metrics while maintaining a customer-centric approach in a fast-paced environment. This position is based in Mumbai and involves close liaison with multiple departments.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• 3-5 years in customer service with 1-2 years in a supervisory/leadership role.
• Proven ability to lead, motivate, and develop a team.
• Excellent verbal and written communication skills.
• Proficient with CRM software and customer service tools.
• Able to work in a fast-paced and dynamic environment.
• Strong organizational and time management skills.
• Customer-centric approach with a passion for delivering exceptional service.

Responsibilities

• Lead and supervise a team of CCT representatives with guidance and feedback.
• Oversee daily CCT operations including calls, emails, and chat, ensuring SLAs are met.
• Develop and implement strategies to improve customer satisfaction and productivity.
• Conduct regular team meetings and training to enhance skills and product knowledge.
• Handle escalated inquiries and resolve complex issues professionally and efficiently.
• Monitor performance metrics, analyze data, and generate reports for management.
• Collaborate with other departments for seamless service and resolution.
• Ensure compliance with policies, procedures, and regulatory requirements.
• Participate in recruitment and onboarding of new CCT members.

Skills

Team leadership

Communication

Coaching

Problem solving

Time management

Education

Bachelor's degree in Business Administration

Tools

CRM software

Job description

This role involves leading a Customer Contact Team (CCT) to ensure efficient and effective customer support operations and a positive customer experience.

Responsibilities

• Lead and supervise a team of CCT representatives, providing guidance, coaching, and performance feedback.
• Oversee daily CCT operations, including call handling, email responses, and chat support, ensuring adherence to service level agreements (SLAs).
• Develop and implement strategies to improve customer satisfaction and team productivity.
• Conduct regular team meetings and training sessions to enhance skill sets and knowledge of products/services.
• Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.
• Monitor team performance metrics, analyze data, and generate reports for management.
• Collaborate with other departments to ensure seamless customer service and problem resolution.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Participate in the recruitment and onboarding of new CCT team members.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or leadership position.
• Proven ability to lead, motivate, and develop a team.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Proficient in using CRM software and other customer service tools.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong organizational and time management skills.
• A customer-centric approach with a passion for delivering exceptional service.

Any Graduates