CSR- Team Lead

Job description

Key Responsibilities:

  Lead a team of Customer Service Representatives to achieve performance targets.

  Monitor call quality, TAT, and customer satisfaction.

  Provide training, mentoring, and regular feedback to team members.

  Handle escalated customer queries and ensure quick resolutions.

  Prepare and share daily/weekly/monthly performance reports.

  Coordinate with internal departments for customer issue resolution.

  Ensure adherence to company policies and service standards.

  Support recruitment and onboarding of new CSR team members.

 Qualifications:

  Graduate in any discipline.

  Minimum 3 years of experience in customer service, with at least 1 year in a leadership
role.

  Strong command over at least 3 of the following languages: Hindi, English, Telugu,
Kannada, Tamil. 

 Good problem-solving and people-management skills.

  Comfortable working in a fast-paced environment.