Team Lead - CCT

Credit Saison India; Mumbai City; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Credit Saison India is seeking a capable leader to head its Customer Contact Team (CCT) in Mumbai. The role focuses on delivering efficient customer support operations and a consistently positive customer experience by guiding a team of CCT representatives, coaching performance, and driving process improvements.

You will oversee daily calls, emails, and chat support, ensure SLAs are met, and collaborate with other departments to resolve complex issues while maintaining regulatory compliance.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.

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.

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