Customer Care Team Leader

About the Company

Purpose

Customer Care Operations

• Provide satisfactory responses to customer interactions and achieve customer satisfaction targets.
• Manage tickets, chats, non-live cases, and outbound voice contacts through the team.
• Handle escalated complaints and coordinate with relevant work centers for resolution.
• Track complaint closure and ensure customer issues are resolved courteously and on time.

Team Leadership and Performance

• Build, lead, motivate, and develop the team while supporting career advancement.
• Identify underperformance and take corrective measures.
• Provide hands-on assistance, information, troubleshooting, mentoring, and regular feedback.
• Set objectives, evaluate team performance, and complete monthly coaching and performance reviews.
• Monitor team performance, attendance, quality, and agent behavior.

Quality and Improvement

• Monitor live and historical customer interactions to manage team quality.
• Identify training needs and ensure effective implementation.
• Improve customer interaction processes, productivity, cost effectiveness, and operational performance.
• Interface with IT, HR, Training, and Quality teams.

Reporting and Compliance

• Collate data and generate MIS reports and other accurate operational reports.
• Follow relevant policies, procedures, processes, and daily operating requirements.
• Promote adherence to organizational policies, procedures, processes, instructions, and values.
• Participate in identifying and recruiting key talent for the department.

Qualifications

• Two to three years of relevant experience.
• Good communication skills.
• Bachelor’s degree in a relevant field is required.
• Master’s degree in a relevant field is preferred.