Customer Service Team Leader

TCS

4 - 8 years

Mumbai

Posted: 1/21/2025

Job Description

TCS Mumbai Hiring for Customer Service Team Leader

Job Summary:

Role : Customer Service Team Leader

Experience: 4 to 8 years

Job Location: Mumbai

Eligibility:

- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)

- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office

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Customer Service Team Leader

Skills:

- At least 4 to 8 years of experience into customer service operations

- Experience in handling team (at least 10-15 FTEs)

- Excellent Communication and Leadership Skills

- Organizational and time-management skills

- In-depth knowledge of performance metrics

- Decision making and analytical skills

- Customer Focus

- Withstanding Pressure

- Performance management – drive continuous improvement in agent performance

Requirement:

- The Customer Service Process Team Leader will be expected to handle the following responsibilities:

- Create an inspiring team environment with an open communication culture

- Set clear team goals

- Delegate tasks and set deadlines

- Oversee day-to-day operation

- Monitor team performance and report on metrics

- Motivate team members

- Discover training needs and provide coaching

- Listen to team members’ feedback and resolve any issues or conflicts

- Recognized high performance and reward accomplishments

- Encourage creativity and risk-taking

- Suggest and organize team building activities

- Customer and Client focus maintained

- Identify opportunities and take action to improve overall productivity across all channels

- Identify opportunities and take action to improve quality of customer service across all channels

- Handle customer escalations, need based

Location

Mumbai

Job Function

BUSINESS PROCESS SERVICES

Role

Support Executive

Job Id

341612

Desired Skills

Customer Focus | Customer Service | Team Leader

Desired Candidate Profile

Qualifications : BACHELOR OF ARTS

About Company

Tata Consultancy Services (TCS) is one of the largest multinational IT services and consulting companies in the world, headquartered in Mumbai, India. It operates in over 50 countries and is a part of the Tata Group, India's largest business conglomerate. TCS offers a wide range of services including software development, consulting, digital transformation, and business solutions, serving industries such as finance, healthcare, retail, and telecommunications. Known for its global reach, technological expertise, and innovation, TCS is consistently ranked among the top IT services companies globally.

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