కస్టమర్ సపోర్ట్ టీమ్ లీడర్

Job Description: Customer Care Services – Team Leader (TL)

Job Summary

The Customer Care Team Leader (TL) will lead, supervise, and motivate a team of customer care executives/agents. This role ensures timely resolution of client queries, smooth service coordination, escalations handling, and delivery of superior customer experience.

Key Responsibilities

1. Team Leadership

· Lead, mentor, and monitor a team of customer care executives.

· Allocate daily tasks, track performance, and ensure SLAs are met.

· Conduct regular training/coaching sessions to improve communication and service quality.

2. Customer Handling & Escalation

· Act as first-level escalation point for unresolved customer complaints.

· Ensure professional, empathetic, and timely handling of customer queries.

· Monitor call/chat/email quality and ensure standard scripts/policies are followed.

3. Operations & Process Management

· Coordinate with Sales, HR, and Operations teams for smooth onboarding/replacement of caregivers.

· Maintain logs of escalations, complaints, and resolutions for internal review.

· Assist in developing customer care SOPs and escalation matrix.

4. Performance Monitoring & Reporting

· Track KPIs: response time, resolution time, customer satisfaction, and NPS.

· Prepare daily/weekly MIS reports for management review.

· Analyze customer feedback and suggest process improvements.

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 1 - 2 years of experience.