Job Title: Customer Care Team Lead
Location: Panchkula (Work from Office)
Shift: Night Shift
Experience: 5+ Years
Employment Type: Full-Time
Job Summary
We are looking for an experienced Customer Care Team Lead to lead a team of customer support executives and ensure exceptional customer service. The ideal candidate should have strong leadership skills, experience managing customer escalations, and the ability to drive team performance while meeting service quality standards.
Key Responsibilities
- Lead, mentor, and manage a team of Customer Care Executives.
- Monitor team performance to ensure KPIs, SLAs, and quality targets are consistently achieved.
- Handle customer escalations and provide timely issue resolution.
- Conduct regular coaching, training, and performance reviews.
- Prepare performance reports and identify areas for process improvement.
- Collaborate with internal teams to resolve customer issues efficiently.
- Ensure adherence to company policies, quality standards, and customer support processes.
- Support hiring, onboarding, and development of team members.
Required Skills
- 5+ years of experience in Customer Support/Customer Service with at least 2 years in a Team Lead role.
- Strong experience in team management and people leadership.
- Excellent verbal and written communication skills.
- Proven ability to handle customer escalations and conflict resolution.
- Experience with CRM/ticketing tools.
- Good knowledge of MS Office, especially Excel.
- Strong analytical, problem-solving, and decision-making skills.
- Willingness to work Night Shift from the Panchkula office.
Preferred Skills
- Experience in BPO, IT Services, Logistics, or E-commerce support.
- Familiarity with tools like Zendesk, Freshdesk, Salesforce, or ServiceNow.
- Knowledge of quality monitoring and workforce management.
Mandatory Skills
- Customer Service
- Team Leadership
- Customer Escalation Management
- KPI & SLA Management
- Performance Management
- CRM Tools
- MS Excel
- Excellent Communication Skills
Application Question(s):
- Current CTC
- Expected CTC
- Currently serving notice period(Yes/ No) and mention the last working day?
Shift availability:
Work Location: In person
