to manage and guide a team of customer care executives handling inbound and outbound voice-based support. The ideal candidate should have hands-on experience in voice customer service operations and team supervision. This role requires excellent leadership skills, the ability to handle escalations, and ensure high service standards in a fast-paced, rotational shift environment.
Key Responsibilities:
Lead and manage a team of voice-based customer care executives to ensure exceptional customer interactions.
Monitor call quality, response times, and ensure adherence to service level agreements (SLAs).
Coach, mentor, and train team members to improve communication skills and service quality.
Handle escalated voice calls and ensure prompt resolution of complex issues.
Allocate daily tasks and manage shift rosters for 24/7 voice operations.
Track team performance metrics and generate daily/weekly/monthly reports.
Collaborate with other departments to resolve recurring customer issues.
Ensure compliance with company policies and customer data protection protocols.
Key Requirements:
Minimum 2 years of experience in a voice-based customer service role, with at least 1 year in a team lead or supervisory position.
Graduate in any discipline.
Strong command of spoken English, Malayalam, and Hindi preferred.
Excellent leadership, communication, and conflict resolution skills.
Willingness to work in rotational shifts (including weekends and holidays).
Proficiency in call center software, CRM tools, and MS Office applications.
Job Type: Full-time
Pay: ?18,000.00 - ?21,000.00 per month
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