Customer Service Team Leader

Position Overview

We are seeking a motivated and dynamic Telecalling Team Leader to manage our telecalling operations and ensure smooth order, shipping, and MIS management. The ideal candidate will have proven experience in leading a calling team, handling online dashboards, and generating accurate reports for management decision-making.

Key Responsibilities

1. Telecalling Team Management

• Lead, guide, and monitor the telecalling team to achieve daily/weekly/monthly targets.
• Train new telecallers on scripts, customer handling, and CRM/ERP usage.
• Ensure high levels of customer engagement, satisfaction, and retention.
• Conduct regular performance reviews and provide constructive feedback.

2. Order Management

• Oversee order intake from calls and ensure accurate entry into the system.
• Coordinate with the sales and operations team to resolve customer queries.
• Track and follow up on pending, cancelled, or delayed orders.
• Ensure proper escalation of customer complaints.

3. Shipping Management (Online Dashboard)

• Manage shipping workflows using online dashboards (e.g., Shiprocket, or similar).
• Track dispatches, deliveries, returns, and cancellations in real-time.
• Coordinate with logistics partners to resolve issues related to shipments.
• Ensure timely updates to customers on their order status.

4. MIS & Reporting

• Maintain and update daily, weekly, and monthly MIS reports.
• Track team performance (calls made, conversions, complaints resolved, etc.).
• Provide insights and actionable data to management for process improvements.
• Ensure data accuracy and timely reporting.

Qualifications & Skills

• Bachelor’s degree in any discipline (Business/Management preferred).
• 3–5 years of experience in telecalling/customer service, with at least 1–2 years in a team leader role.
• Strong knowledge of CRM systems, Excel, and shipping dashboards.
• Excellent communication, people management, and problem-solving skills.
• Ability to work under pressure and meet deadlines.

Key Competencies

• Leadership and team management.
• Customer-centric approach with patience and empathy.
• Analytical mindset with attention to detail.
• Proficiency in MS Office (Excel, PowerPoint) and online dashboards.
• Strong organizational and time management skills.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹28,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person