Team Lead Operations

Job Description: Team Lead – Customer Care Call Center (Automobile Industry)
Position Overview:
We are looking for a motivated and proactive Team Lead to oversee daily operations and manage a team within our Customer Care Call Center specializing in the automobile industry. The role involves ensuring high-quality customer service delivery, team management, and achieving performance metrics while fostering a collaborative and customer-focused environment.

Key Responsibilities:

1. Team Management
• Lead and manage a team of customer care executives to deliver exceptional service.
• Conduct regular team briefings, share updates, and address concerns promptly.
• Monitor team attendance, performance, and adherence to schedules.

1. Customer Interaction and Issue Resolution
• Act as the first point of escalation for complex customer queries and complaints.
• Ensure prompt and effective resolutions while maintaining a professional demeanor.
• Assist in managing high-profile or sensitive customer cases.

1. Performance Monitoring and Reporting
• Track and evaluate team performance against defined KPIs, including FCR, CSAT, and AHT.
• Provide daily, weekly, and monthly performance reports to the Assistant Manager.
• Identify underperforming areas and recommend strategies for improvement.

1. Training and Development
• Train new team members on processes, systems, and service standards.
• Conduct regular coaching sessions to enhance team skills and knowledge.
• Create and implement motivational strategies to boost team morale and productivity.

1. Process and Quality Compliance
• Ensure team compliance with organizational policies, quality standards, and industry regulations.
• Perform regular call audits and provide constructive feedback for improvement.

1. Collaboration and Communication
• Coordinate with other departments (e.g., technical support, sales) to resolve customer issues efficiently.
• Share customer insights and feedback with management for continuous process improvement.

Key Requirements:

1. Educational Qualifications
• BCom +

1. Experience
• 3+ years of experience in a call center, with at least 1 year in a team lead or supervisory role.
• Experience in the automobile industry or related sectors is highly preferred.

1. Skills and Competencies
• Strong leadership, coaching, and interpersonal skills.
• Excellent communication skills (verbal and written).
• Proficiency in CRM systems and reporting tools.
• Ability to manage escalations and deliver effective solutions under pressure.

1. Certifications
• Preferred: Certifications in Customer Service Excellence, Call Center Management, or related areas.