Customer Care Team Lead

Role & responsibilities -

• Team Management:
  
• Lead and manage a team of customer support representatives for inbound processes.
• Monitor team performance to meet KPIs (e.g., call quality, AHT, FCR, CSAT, etc.).
• Conduct regular one-on-ones, coaching sessions, and team meetings.
• Operations Oversight:
  
• Ensure smooth daily operations of the inbound process, including queue management and call routing.
• Handle escalations and complex customer queries to ensure resolution and customer satisfaction.
• Collaborate with workforce management for efficient staffing and scheduling.
• Performance Monitoring:
  
• Regularly review and analyze team performance metrics, identifying areas of improvement.
• Prepare and present performance reports to stakeholders.
• Training and Development:
  
• Conduct training sessions to enhance skills and knowledge.
• Develop and implement improvement plans for underperforming team members.
• Quality Assurance:
  
• Audit call recordings and other interactions for quality adherence.
• Implement initiatives to improve service quality and reduce errors.
• Collaboration:
  
• Coordinate with other departments (e.g., QA, HR, and IT) to resolve issues affecting team performance.
• Provide feedback on operational challenges to leadership and propose solutions.
• Customer Experience:
  
• Drive initiatives to improve customer satisfaction and loyalty.
• Ensure adherence to company policies, processes, and service level agreements (SLAs).

Preferred candidate profile -

1. Educational Background:
   
• Bachelors degree or equivalent (preferred but not always mandatory).
2. Experience:
   
• 2-4 years of experience in a BPO environment, with at least 1 year in a leadership role.
• Proven track record of managing inbound processes and achieving KPIs.
3. Skills:
   
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Office tools and CRM software.
• Leadership and team-building skills.
• Ability to handle high-pressure situations.
4. Personality Traits:
   
• Goal-oriented and self-motivated.
• Adaptable and able to manage changes effectively.
• Empathy and a customer-first mindset.
5. Certifications (Optional):
   
• Training in leadership, customer service, or any process-related certifications is a plus.

Perks and benefits -

• Compensation:
  
• Competitive salary with regular increments based on performance.
• Performance-based incentives and bonuses.
• Work-Life Balance:
  
• Fixed or rotational shifts with weekly offs.
• Paid time off, sick leaves, and holidays as per company policy.
• Health & Wellness:
  
• Health insurance (medical, dental, vision) for the employee and family.
• Access to mental health support programs or counseling services.
• Career Growth:
  
• Internal promotions and career advancement opportunities.
• Access to skill development programs, certifications, and workshops.
• Recognition and Rewards:
  
• Regular recognition programs such as "Employee of the Month."
• Gift vouchers, awards, and company-sponsored events for high performers.
• Workplace Benefits:
  
• Cafeteria, free snacks, and beverages (if on-site).
• Cab/transportation facilities (if applicable).
• Ergonomic workspace and modern technology support.
• Financial Benefits:
  
• Provident Fund (PF) contributions.
• Employee stock options or profit-sharing (in some organizations).
• Loans and advance salary options in emergencies.
• Other Perks:
  
• Fun activities, team outings, and cultural events.
• Flexible work-from-home options (if applicable).
• Referral bonus for recommending hires.