Team Leader (Customer Service) for Leading Real Estate Company based at Lowerparel
- Mumbai, Maharashtra
- Permanent
- Full-time
- Experience in managing a contact center team in Real Estate, BPO, or Banking call center environment
- Strong leadership and team management skills
- Excellent verbal and written communication in English
- Proven customer service expertise and complaint resolution experience
- • Supervise and lead the contact center team, ensuring prompt and effective handling of customer complaints and queries via calls and emails
- Act as the escalation point for unresolved or complex customer issues
- Provide continuous training, coaching, and feedback to team members to maintain high service quality
- Monitor team performance metrics (TAT, response quality, complaint resolution rate) and report to management
- Coordinate with internal departments to ensure complaint resolution timelines are met
- Review complaint logs for accuracy and completeness; ensure timely closure and confirmation to customers
- Maintain team schedules, leave plans, and ensure adequate staffing during working hours
- Support hiring and onboarding of new executives as the team expands * Familiar with KPIs and key metrices in Call Center industry
✔ Excellent communication (spoken & written – English)
✔ Strong problem-solving and escalation handling
✔ Ability to work in a structured, process-driven setup
✔ Customer-centric mindset and attention to detail
✔ Proficiency in basic reporting tools (Excel, CRM systems, etc.)Knowledge of SFDCOther details:
- Time - :30 AM to 6:30 PM or 10:00 AM to 7:00 PM
- Work Days - Mon to Sat
- Location - Lowerparel
- It will be on 3rd Party Payroll role of Talisman Hr Solutions Pvt Ltd (renewable role)
- Current CTC
- Expected CTC
- Notice Period
- Updated Resume