Key Responsibilities:  

People Management  

• Manage a team of 18-20 customer care agents handling customer interactions 
• Conduct regular team huddles, performance reviews, and feedback sessions 
• Coach and mentor team members to improve quality, productivity, and customer experience 
• Handle attendance, shrinkage, roster planning, and leave management 
• Support onboarding, training, and readiness of new hires 

Operations & Performance 

• Ensure adherence to SLAs, KPIs, and contractual commitments for B2B clients 
• Monitor daily performance against targets such as CSAT, FCR, AHT, Quality, and Productivity 
• Drive first-contact resolution and timely closure of customer issues 
• Analyze trends in customer contacts, escalations, and complaints 
• Prepare and submit daily/weekly performance reports to management 

Customer & Stakeholder Management  

• Handle customer escalations from business clients professionally and efficiently 
• Act as a point of contact for internal stakeholders (Quality, Training, Client Ops) 
• Ensure process and policy adherence for client-specific B2B requirements 
• Support audits, calibrations, and client reviews 

Quality & Continuous Improvement 

• Review call/chat/email quality and implement corrective actions 
• Ensure compliance with data protection, security, and process guidelines 
• Identify process gaps and suggest improvements to enhance customer experience 
• Drive best practices and standard operating procedures within the team 

Required Skills & Competencies  

Functional & Leadership Skills  

• Strong experience in B2B customer care / B2B contact center operations 
• Proven people-management and team-handling capability 
• Ability to manage escalations and high-impact business customers 
• Data-driven mindset with strong analytical skills 
• Hands-on approach to performance management and problem-solving 

Communication & Behavioural Skills 

• Excellent verbal and written communication skills 
• Professional customer handling and conflict resolution abilities 
• Stakeholder management and cross-team collaboration skills 
• Ability to work under pressure in a fast-paced BPO environment 

Systems & Tools  

• Experience working with CRM / ticketing systems 
• Good working knowledge of MS Excel, dashboards, and reports 
• Familiarity with quality frameworks and compliance requirements 

Eligibility & Qualifications: Graduate (Any discipline) 

Experience: 

• 2–4 years of experience in Customer Care / Contact Center 
• Minimum 1–2 years of Team Leader experience in a B2B customer support environment 

 Language Proficiency: English mandatory 

Willingness to work in rotational shifts / weekend coverage

Key Performance Indicators (KPIs)  

• Team CSAT / NPS  
• SLA & TAT adherence 
• Quality scores 
• Productivity & shrinkage
• Escalation rate and resolution effectiveness