Senior Team Leader

As the Senior Team Leader, you will play a vital role in managing and developing a high-performing team. Your responsibilities will include overseeing daily operations, providing strategic direction, and fostering a positive and collaborative work environment. You will be the key driver in achieving customer satisfaction and business goals.

• Lead and mentor a team of Customer Care Executives, providing guidance and support.
• Ensure efficient and effective handling of customer inquiries and issues.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor and analyze team performance, identifying areas for improvement.
• Collaborate with other departments to ensure seamless customer service delivery.
• Conduct regular team meetings and provide performance feedback.
• Train and develop team members to enhance their skills and knowledge.
• Maintain high standards of customer service and quality assurance.
• Stay updated with industry trends and best practices in customer care.
• Represent the team and company in client interactions and meetings.
• Minimum 5 years of experience in a team leadership role, preferably in a customer care setting.
• Proven track record of successful team management and mentorship.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to work independently and manage multiple priorities.
• Proficiency in using customer relationship management (CRM) systems.
• Familiarity with BFSI industry and back-office operations is an asset.
• Analytical skills for data interpretation and performance analysis.
• Strong leadership qualities and a collaborative mindset.
• Willingness to continuously learn and adapt to industry changes.