Team Lead - CCT

Overview

Lead a Customer Contact Team (CCT) to ensure efficient customer support operations and a positive customer experience.

What you'll do

• Supervise CCT representatives by providing guidance, coaching, and performance feedback.
• Oversee daily CCT operations including call handling, email responses, and chat support to meet SLAs.
• Develop strategies to improve customer satisfaction and team productivity.
• Run regular team meetings and training sessions to strengthen product/service knowledge.
• Handle escalated inquiries and resolve complex issues professionally and efficiently.
• Monitor performance metrics, analyze data, and generate reports for management.
• Collaborate with other departments for seamless customer service and issue resolution.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Participate in recruitment and onboarding of new CCT team members.

What you'll need

• Bachelor's degree in Business Administration, Communications, or a related field.
• 3-5 years of experience in a customer service role.
• At least 1-2 years in a supervisory or leadership position.
• Proven ability to lead, motivate, and develop a team.
• Excellent verbal and written communication skills.
• Proficient in using CRM software and other customer service tools.
• Ability to work effectively in a fast-paced and dynamic environment.

Details

• Location: Mumbai (Smartworks).