Team Lead- Customer Service Sales

Location- Mumbai (Malad)

Shift- Day Shifts

6 Days Working

Immediate Joiners Preferred

Responsibilities-

*3-8 years of experience of which 1-3 years in a BPO -TL role in Customer Service preferably in Sales

*Experience in Real estate sales from BPO would be an added advantage

* Customer Service, Customer Support, and Customer Service Management skills

* Experience in achieving and maintaining high levels of Customer Satisfaction

* Excellent verbal and written Communication skills

* Experienced in Banking, cards and Dispute domain.

* Manage a team of agents to achieve daily targets, ensuring high levels of customer satisfaction and service quality.

* Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs to maintain operational efficiency and effectiveness.

* Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.

* Collaborate with other teams to resolve issues related to rostering, contact centre operations, BPO operations, call center operations, team handling, TL responsibilities.

* Ensure compliance with company policies and procedures while driving business growth through innovative solutions.