Customer Care Team Leader
Core
Manage contact center agents and teams to ensure smooth operations, resolve customer complaints, and enhance satisfaction.
Role type
Team Leader for Customer Care Operations
Builds
Customer support services via ticketing, chat, non-live cases, and outbound voice contact
Domain
Food delivery / Logistics
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, people management, performance monitoring, complaint resolution, process improvement, data reporting, training needs identification, escalation handling, recruitment support
Preferred skills
Master's degree in a relevant field
Technologies
Ticketing systems, MIS reporting tools
Responsibilities
Manage team operations and ensure KPI achievement, provide hands-on assistance and mentoring, monitor and review performance metrics, handle escalations and ensure complaint closure, identify training needs and implement coaching, generate MIS reports, interface with IT/HR/Training/Quality, recruit key talents
Seniority
Mid-level, hands-on IC
