Team Leader- Operations - Inbound|Domestic

TP; Mohali; On-site; INR 400,000 - 500,000; Full time

Job summary

TP in Mohali, Punjab is seeking an experienced Team Leader to manage a growing customer support team. You will drive service quality, coach reps, and coordinate with other departments to resolve issues and improve the customer experience.

The role requires strong communication, problem-solving, and familiarity with CRM tools. You will implement process improvements, monitor feedback, and ensure adherence to company policies in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Customer service

Communication skills

Interpersonal skills

Analytical thinking

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.