The Team Leader - Customer Care is responsible for managing and supervising customer care associates to ensure high-quality customer service and achievement of operational targets. The role involves team management, performance monitoring, escalation handling, coaching, and driving continuous improvement in customer experience and service delivery.
Key Responsibilities
- Lead and manage a team of customer care associates in daily operations.
- Monitor team performance against KPIs, SLAs, and quality standards.
- Handle customer escalations and ensure timely issue resolution.
- Conduct regular coaching, feedback, and performance review sessions.
- Ensure adherence to company policies, processes, and compliance standards.
- Monitor attendance, productivity, and schedule adherence of team members.
- Support onboarding and training of new associates.
- Prepare operational reports and performance dashboards.
- Coordinate with quality, training, and operations teams for process improvements.
- Motivate and engage team members to achieve performance targets.
- Identify process gaps and recommend operational improvements.
- Ensure high levels of customer satisfaction and service quality.
Requirements:
- Bachelor's degree or equivalent qualification.
- 5-7 years of experience in customer care/contact center operations.
- Minimum 2 years of team handling experience preferred.
- Experience in voice and non-voice customer support environments.
- Knowledge of quality management and coaching practices, CRM and customer care systems.
- Proficiency in MS Excel, Word, and reporting tools.
- Understanding of customer care KPIs and SLA management.
- Familiarity with reporting dashboards and workforce monitoring tools is preferred.
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Strong customer handling and escalation management skills.
- Ability to analyze team performance, operational metrics, problem-solving and decision-making capabilities.
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