Team Leader - Indore

Job description

- **Role & Responsibilities** - Manage a team of approximately 10–20 Customer Service Representatives (CSRs). - Ensure the team consistently achieves or exceeds key performance indicators (KPIs) including sales targets, customer satisfaction, quality, and productivity. - Provide regular, balanced, and timely performance feedback to team members. - Foster a positive work environment focused on continuous learning and employee engagement. - Lead and ensure adherence to operational standards and processes. - Collaborate with fellow Team Leaders to achieve departmental goals. - Handle day-to-day sales and service request management. - Effectively communicate process updates and ensure smooth implementation across the team. - Coach, mentor, and develop team members to enhance performance and career growth. - Build strong team morale and promote a collaborative work culture. - Communicate daily plans, priorities, and potential challenges to the team. - Identify performance gaps and implement development plans. - Set clear objectives and monitor team performance. - Execute developmental initiatives to improve productivity. - Coordinate with cross-functional teams to achieve business targets. - Support resource allocation and team management whenever required. - **Must Have Skills** - Excellent verbal and written communication skills. - Strong stakeholder management skills. - Ability to set and achieve team goals. - Good analytical skills with the ability to interpret MIS reports and take timely actions. - **Eligibility Criteria** - Full-time Graduate/Post Graduate. - Minimum 5 years of experience in a Call Center/BPO/Customer Service environment. - Minimum 2+ years of Team Handling/Leadership experience. - Experience in managing teams in a fast-paced, high-pressure environment. - Strong people management, coaching, and performance management skills. - Regards, - **Sakshi Koli** - **sakshi.koli@ext.icicilombard.com o8097462309**