Team Leader- Operations|Domestic

TP; Kolkata District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

TP is seeking a Customer Support Team Leader to guide a dedicated group and deliver exceptional service. You will drive performance, coach staff, and collaborate with cross-functional teams to resolve complex issues and enhance the customer experience.

The role emphasizes process improvements, data-driven monitoring of feedback, and adherence to company policies in a fast-paced environment. Previous CRM experience is a plus.

Qualifications

• Role requires proven team leadership experience in customer-facing settings.
• Strong communication and interpersonal skills are essential.
• Ability to coach, train, and develop team members.
• Experience with CRM systems is advantageous.

Responsibilities

• Lead a team of customer support representatives to achieve high customer satisfaction.
• Develop and implement process improvements to increase efficiency.
• Provide coaching and training to team members to enhance skills.
• Monitor and analyze customer feedback to identify improvements.
• Collaborate with other teams to resolve complex issues and improve experience.
• Ensure compliance with company policies and procedures.

Skills

Team leadership

Customer service

Communication

Coaching & training

CRM software proficiency

Tools

CRM software

Job description

Roles and Responsibility

• Manage and lead a team of customer support representatives to achieve high levels of customer satisfaction.
• Develop and implement process improvements to increase efficiency and productivity.
• Provide coaching and training to team members to enhance their skills and performance.
• Monitor and analyze customer feedback to identify areas for improvement.
• Collaborate with other teams to resolve complex customer issues and improve overall customer experience.
• Ensure compliance with company policies and procedures.

Job Requirements

• Proven experience as a Team Leader or Manager in a customer-facing environment.
• Strong knowledge of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and adapt to changing situations.
• Strong problem-solving and analytical skills.
• Experience with CRM software and technology is an asset.