Job Description
Key Responsibilities:
People Management
- Manage a team of 18-20 customer care agents handling customer interactions
- Conduct regular team huddles, performance reviews, and feedback sessions
- Coach and mentor team members to improve quality, productivity, and customer experience
- Handle attendance, shrinkage, roster planning, and leave management
- Support onboarding, training, and readiness of new hires
Operations & Performance
- Ensure adherence to SLAs, KPIs, and contractual commitments for B2B clients
- Monitor daily performance against targets such as CSAT, FCR, AHT, Quality, and Productivity
- Drive first-contact resolution and timely closure of customer issues
- Analyze trends in customer contacts, escalations, and complaints
- Prepare and submit daily/weekly performance reports to management
Customer & Stakeholder Management
- Handle customer escalations from business clients professionally and efficiently
- Act as a point of contact for internal stakeholders (Quality, Training, Client Ops)
- Ensure process and policy adherence for client-specific B2B requirements
- Support audits, calibrations, and client reviews
Quality & Continuous Improvement
- Review call/chat/email quality and implement corrective actions
- Ensure compliance with data protection, security, and process guidelines
- Identify process gaps and suggest improvements to enhance customer experience
- Drive best practices and standard operating procedures within the team
Required Skills & Competencies
Functional & Leadership Skills
- Strong experience in B2B customer care / B2B contact center operations
- Proven people-management and team-handling capability
- Ability to manage escalations and high-impact business customers
- Data-driven mindset with strong analytical skills
- Hands-on approach to performance management and problem-solving
Communication & Behavioural Skills
- Excellent verbal and written communication skills
- Professional customer handling and conflict resolution abilities
- Stakeholder management and cross-team collaboration skills
- Ability to work under pressure in a fast-paced BPO environment
Systems & Tools
- Experience working with CRM / ticketing systems
- Good working knowledge of MS Excel, dashboards, and reports
- Familiarity with quality frameworks and compliance requirements
Eligibility & Qualifications: Graduate (Any discipline)
Experience:
- 2–4 years of experience in Customer Care / Contact Center
- Minimum 1–2 years of Team Leader experience in a B2B customer support environment
Language Proficiency: English mandatory
Willingness to work in rotational shifts / weekend coverage
Key Performance Indicators (KPIs)
- Team CSAT / NPS
- SLA & TAT adherence
- Quality scores
- Productivity & shrinkage
- Escalation rate and resolution effectiveness
Job Types: Full-time, Permanent
Pay: ₹750,000.00 - ₹800,000.00 per year
Work Location: In person
