Job Title

About the Company - Candidate will be responsible to manage a team of 10-15 people. Will be responsible for Customer satisfaction. Mandatory Languages - Malayalam About the Role - This is a full-time on-site role for an Team Leader - Customer Service Manager at in Gurugram. The role involves overseeing customer satisfaction, managing customer service operations, providing customer support, utilizing analytical skills, and effective communication with customers. Responsibilities - Team Management and Supervision With team handling of minimum 15-20 members. Assist in hiring, training, and coaching customer service staff. Provide guidance and support to team members to help achieve individual and team goals. Conduct regular performance evaluations and offer constructive feedback. Schedule shifts and manage workloads to ensure adequate coverage during all business hours. Customer Support: Handle escalated customer inquiries, complaints, and complex issues, ensuring prompt and effective resolution. Monitor customer interactions and feedback to ensure the highest level of service. Develop and maintain relationships with key customers to enhance loyalty and satisfaction. Operational Efficiency: Assist in implementing and optimizing customer service processes to improve efficiency. Track, analyze, and report on team performance metrics, such as response times, resolution rates, and customer satisfaction scores. Collaborate with the Customer Service Manager to set and achieve departmental targets and objectives. Quality Assurance and Training: Ensure that customer service representatives adhere to company policies and procedures. Identify training needs and work with the Customer Service Manager to develop training programs. Conduct regular team meetings to provide updates and discuss areas of improvement. Collaboration and Communication: Work with other departments, such as sales, marketing, and operations, to resolve issues and improve the customer experience. Assist in managing customer service communication channels, such as email, phone, and live chat. Maintain clear and effective communication with team members and other stakeholders. Qualifications - Bachelors degree, 2+ years of experience in a customer service role, with at least 2 years in a supervisory or team managerial capacity with team strength of 10 members, Strong leadership, organizational, and problem-solving skills, Excellent communication and interpersonal skills, Ability to multitask, prioritize, and work in a fast-paced environment, Proficiency in customer service software and tools (AHT/Attrition/Shrinkage/SLA/Utilization/Occupancy/CSAT/DSAT), Knowledge of performance metrics and customer service best practices. Preferred Skills - Experience in managing customer service teams in a call center or similar high-volume environment, Familiarity with CRM systems and data analysis tools, Bilingual or multilingual abilities are a plus. Pay range and compensation package - Competitive salary based on experience, Health, dental, and vision insurance, Paid time off and other company benefits. Equal Opportunity Statement - Include a statement on commitment to diversity and inclusivity. Contact Details HR Suman Email -