Job Description – Team Lead, Command Centre (B2B Customer Support)Job Summary
The Team Lead – Command Centre (B2B Customer Support) is responsible for managing a team of Command Centre Executives, ensuring seamless support for B2B clients, driving SLA adherence, handling escalations, and maintaining high service quality. The role requires strong leadership, stakeholder management, and operational excellence to deliver an exceptional customer experience.
Key Responsibilities
- Lead, coach, and manage a team of Command Centre Executives.
- Monitor daily operations and ensure all customer requests are handled within defined SLAs.
- Act as the primary escalation point for complex customer issues and ensure timely resolution.
- Coordinate with internal departments such as Operations, Product, Sales, and Technical Support to resolve customer concerns.
- Monitor team productivity, service quality, and customer satisfaction metrics.
- Prepare and publish daily, weekly, and monthly operational reports.
- Conduct regular team huddles, feedback sessions, and performance reviews.
- Identify process gaps and implement continuous improvement initiatives.
- Ensure adherence to company policies, processes, and quality standards.
- Support onboarding and training of new team members.
Required Skills
- Strong leadership and people management skills.
- Excellent verbal and written communication.
- Customer-centric approach with strong problem-solving abilities.
- Experience in SLA management and escalation handling.
- Good analytical and reporting skills.
- Proficiency in MS Excel/Google Sheets and CRM/Ticketing tools.
- Ability to work in rotational shifts and manage shift operations
Pay: ₹600,000.00 - ₹800,000.00 per year
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
