Team Lead - Customer Service

Global Services; Navi Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Global Services in Maharashtra, Navi Mumbai is seeking a dedicated Team Lead for the Customer Service department. The role focuses on guiding a team in a voice-based BPO environment, meeting performance targets, and delivering high-quality customer support.

You will oversee daily operations, analyze performance data, and drive continuous improvement while ensuring customer satisfaction. This position requires strong leadership, communication, and collaboration across departments.

Qualifications

• Minimum 2+ years in customer service or BPO
• Experience leading a team
• Strong communication and interpersonal skills
• Ability to analyze performance data
• Familiarity with customer service tools

Responsibilities

• Lead and manage a team of customer service representatives to meet performance goals
• Monitor team performance metrics and implement improvement strategies
• Conduct regular training to enhance team skills in customer service
• Handle escalated inquiries and complaints with timely resolution
• Collaborate with other departments to improve customer experience
• Prepare and present performance reports to management

Skills

Team leadership

Customer service

Communication

Performance analysis

CRM software

BPO/voice process experience

Tools

CRM software

Job description

We are seeking a dedicated and experienced Team Lead for our Customer Service department in Maharashtra. The ideal candidate will have a strong background in managing teams within the voice process and BPO sectors, with a focus on delivering exceptional customer support and service. As a Team Lead, you will be responsible for overseeing daily operations, ensuring that your team meets performance targets, and maintaining high levels of customer satisfaction.

Key Responsibilities

• Lead and manage a team of customer service representatives, providing guidance and support to ensure they meet their performance goals.
• Monitor team performance metrics and implement strategies for improvement.
• Conduct regular training sessions to enhance team skills and knowledge in customer service best practices.
• Handle escalated customer inquiries and complaints, ensuring timely resolution.
• Collaborate with other departments to streamline processes and improve overall customer experience.
• Prepare and present performance reports to management, highlighting achievements and areas for development.

Required Skills

• Proven experience in a customer service role, preferably in a voice process or BPO environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and implement effective solutions.
• Familiarity with customer service software and tools.
• Knowledge of insurance, loans, sales, and telesales processes is a plus.

If you are passionate about customer service and have the leadership skills to drive a team towards success, we encourage you to apply for this exciting opportunity.