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
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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