Telecalling Team Lead

Role & responsibilities

• Lead and manage the customer success team across all geographies to ensure prompt and
  effective resolution of customer inquiries and issues, maintaining high customer
  satisfaction.
• Oversee various business processes within the Customer Success Team (CST), driving
  efficiency and continuous improvement.
• Develop strategies to minimize repetitive customer challenges in adopting the digital
  platform and implement these strategies in collaboration with the digital team.
• Monitor CST activities to ensure compliance with established policies and procedures.
• Track and manage key performance indicators for CST, focusing on customer issue
  management and operational processes.
• Report on customer service metrics related to digital services to upper management.
• Lead recruitment, training, coaching, and performance evaluation of CST staff.
• Oversee backend call management and collection performance, including monitoring and
  managing digital payment reconciliations and operational processes.

Preferred candidate profile

• Bachelors degree in business from a top-tier institution; MBA preferred.
• 8–10 years of experience, with at least 5 years in business process and operations management in banks or NBFCs.
• Strong knowledge of customer service management, call-center operations, and business process optimization.
• Proficiency with call center technologies and customer service tools.
• Excellent communication skills, both verbal and written.
• Positive attitude, with the ability to build and maintain strong personal connections.
• Effective time management and independent working skills.
• Decision-making and critical thinking abilities.
• Strong interpersonal skills for teamwork and collaboration.
• Quick comprehension skills to grasp complex information.
• Skilled in managing escalated customer situations in calls or digital channels.
• Eager to learn and adapt to new information and technology platforms.
• Result-oriented and impact-driven mindset.