Walk-in | Service Team Lead

People Group; Navi Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

People Group is hiring a Service Team Leader in Mumbai/Thane to lead and manage a customer-service team, ensuring operational excellence and a strong customer experience while meeting service-level targets. You will mentor executives, drive day-to-day operations, monitor CSAT, AHT, SLA, and Quality, and report MIS to management.

3–6 years of relevant experience and prior team leadership are required. This role demands excellent communication and the ability to handle escalations in a high-volume

Qualifications

• 3–6 years of experience in Customer Service / Contact Centre operations.
• Prior Team Handling / Team Leader experience is mandatory.
• Strong exposure to B2C customer service is preferred.
• Excellent communication and interpersonal skills.
• Strong understanding of contact-centre KPIs and performance management.
• Ability to handle escalations and manage high-volume customer interactions.

Responsibilities

• Lead, mentor, and manage a team of customer service executives.
• Drive day-to-day operations while ensuring adherence to defined service standards.
• Monitor and improve key performance metrics such as CSAT, Quality, AHT, SLA, Productivity, and Customer Experience.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Identify performance gaps and implement appropriate improvement plans.
• Ensure process adherence, compliance, and effective handling of customer escalations.
• Work closely with internal stakeholders to resolve operational challenges and improve service delivery.
• Track team performance and share regular reports/MIS with management.
• Drive employee engagement, motivation, and overall team productivity.

Skills

Team handling

People management

Customer service

Communication skills

KPI management

Problem solving

Escalation handling

Job description

Were Hiring | Service Team Leader

Location: Mumbai / Thane
Function: Customer Service / Operations
Experience: 3–6 Years
Work Schedule: 5 Days Working | 2 Rotational Week-Offs
Role: Service Team Leader

About the Role

We are looking for an experienced Service Team Leader to lead and manage a customer-facing service team, ensuring operational excellence, consistent customer experience, and achievement of key performance metrics.

Key Responsibilities

• Lead, mentor, and manage a team of customer service executives.
• Drive day-to-day operations while ensuring adherence to defined service standards.
• Monitor and improve key performance metrics such as CSAT, Quality, AHT, SLA, Productivity, and Customer Experience.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Identify performance gaps and implement appropriate improvement plans.
• Ensure process adherence, compliance, and effective handling of customer escalations.
• Work closely with internal stakeholders to resolve operational challenges and improve service delivery.
• Track team performance and share regular reports/MIS with management.
• Drive employee engagement, motivation, and overall team productivity.

Candidate Profile

• 3–6 years of relevant experience in Customer Service / Contact Centre operations.
• Prior Team Handling / Team Leader experience is mandatory.
• Strong exposure to B2C customer service is preferred.
• Excellent communication and interpersonal skills.
• Strong understanding of contact-centre KPIs and performance management.
• Ability to handle escalations and manage high-volume customer interactions.
• Strong analytical, problem-solving, and people-management skills.
• Candidates who can join within a short notice period will be preferred.

What We’re Looking For

Someone who can take ownership of the floor, build a high-performing team, and consistently deliver a strong customer experience while meeting business and operational goals.