Team Lead - CCT

Credit Saison India (CS India); Mumbai; On-site; INR 500,000 - 650,000; Full time

Job summary

Credit Saison India in Mumbai seeks a Customer Contact Team Leader to guide a CCT, oversee calls, emails and chats while ensuring service standards.

The role focuses on coaching, process improvement, and cross-functional collaboration to deliver outstanding customer experiences in a fast-paced financial services environment.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 3–5 years of experience in a customer service role, with 1–2 years in a supervisory/leadership position.
• Proven ability to lead, motivate, and develop a team.
• Excellent verbal and written communication skills.
• 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

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.

Skills

Team leadership

Coaching

Customer service

Communication

CRM software

Education

Bachelor's degree

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