Experience in managing a contact center team in Real Estate, BPO, or Banking call center environment
Strong leadership and team management skills
Excellent verbal and written communication in English
Proven customer service expertise and complaint resolution experience
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Supervise and lead the contact center team, ensuring prompt and effective handling of customer complaints and queries via calls and emails
Act as the escalation point for unresolved or complex customer issues
Provide continuous training, coaching, and feedback to team members to maintain high service quality
Monitor team performance metrics (TAT, response quality, complaint resolution rate) and report to management
Coordinate with internal departments to ensure complaint resolution timelines are met
Review complaint logs for accuracy and completeness; ensure timely closure and confirmation to customers
Maintain team schedules, leave plans, and ensure adequate staffing during working hours
Support hiring and onboarding of new executives as the team expands * Familiar with KPIs and key metrices in Call Center industry
Key Skills Required:xe2x9cx94 Team leadership & performance management xe2x9cx94 Excellent communication (spoken & written English) xe2x9cx94 Strong problem-solving and escalation handling xe2x9cx94 Ability to work in a structured, process-driven setup xe2x9cx94 Customer-centric mindset and attention to detail xe2x9cx94 Proficiency in basic reporting tools (Excel, CRM systems, etc.)Knowledge of SFDCOther details:
Time - :30 AM to 6:30 PM or 10:00 AM to 7:00 PM
Work Days - Mon to Sat
Location - Lowerparel
It will be on 3rd Party Payroll role of Talisman Hr Solutions Pvt Ltd (renewable role)