Customer Care Team Leader

Role overview

Key responsibilities

• Manage customer interactions through tickets, chats, non-live cases, and outbound voice contact.
• Lead team building, people management, coaching, mentoring, and agent development.
• Monitor KPIs, performance metrics, customer interactions, quality, and agent behavior.
• Identify performance concerns, provide corrective action, and improve customer interaction processes.
• Provide hands-on troubleshooting and support for team members.
• Coordinate complaint resolution and escalations with relevant work centers.
• Identify training needs and coordinate implementation.
• Interface with IT, HR, training, and quality teams.
• Generate MIS reports and handle high-level client escalations.

Core capabilities

• Contact center operations and customer service.
• Ticketing, chat, non-live case, and outbound voice workflows.
• Team leadership, people management, coaching, and mentoring.
• Quality monitoring, KPI management, complaint resolution, and escalation handling.
• MIS reporting and cross-functional coordination.

Requirements

• Experience managing contact center agents and teams.
• Ability to manage customer interactions across tickets, chats, non-live cases, and outbound voice contact.
• Ability to manage team performance against targets and KPIs.
• Ability to coach, mentor, and support agent development.
• Ability to monitor customer interactions and team quality.
• Ability to resolve escalated complaints and maintain customer satisfaction.
• Ability to generate management information reports.
• Ability to coordinate with IT, HR, training, and quality functions.