Customer Service Team Lead

Job Description

Team Leader – Customer Service & Renewals Location: Delhi . Shift: Day Shift with 2 Rotational Offs Qualification: Minimum HSC (12th Pass) Experience Required: Minimum 2 years of on-paper experience as a Team Leader in Outbound Customer Service Experience handling 100–150 call flow Exposure to Renewals/Upsell processes will be an added advantage Total experience must not exceed 5.5 years Job Summary: We are looking for dynamic Team Leaders to manage and drive a high-performing team focused on outbound customer service, post-sales support, and membership renewals for SELECT members. The ideal candidate should be experienced in leading a call center team, handling escalations, and should be willing to take calls when needed. Key Responsibilities: Lead and manage a team responsible for post-sales experience and membership renewals Monitor daily operations and ensure adherence to performance metrics (CSAT, AHT, Quality scores, SLA, Shrinkage, Attrition, etc.) Handle customer escalations and ensure issue closure Motivate and mentor team members to achieve performance goals Participate in call-taking as needed to support the team and understand customer pulse Drive improvements in process efficiency and customer interactions Collaborate with HR, Training, IT, and Quality teams to improve performance Conduct regular performance reviews and identify training needs Ensure a positive work culture and manage team attrition Required Skills and Experience: Minimum 2 years of experience as a Team Leader in outbound customer service Familiarity with renewals/upsell processes preferred Strong communication, problem-solving, and objection handling skills Ability to work under pressure and manage operations effectively Highly organized and detail-oriented Basic knowledge of Excel/Reporting tools is a plus Show more Show less