Call Center Team Lead

Roles & Responsibilities :

We are seeking a dynamic and experienced Call Center Operations Manager to lead our 24x7 customer support center at TI Clean Mobility. This role is pivotal in ensuring seamless coordination across all four divisions - 3-Wheeler, Small Commercial Vehicles (SCV), Heavy Commercial Vehicles (HCV), and Tractor to deliver exceptional customer service, manage roadside assistance (RSA), handle product complaints, and drive continuous improvement in customer experience

1. Team Leadership and Shift Management

• Lead and manage a 24x7 call center team handling complaints, RSA, escalations, and general inquiries.
• Ensure optimal staffing and shift rotations to maintain uninterrupted service.
• Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
• Identify training needs and conduct regular upskilling sessions.

2. Roadside Assistance (RSA) Operations

3. Product Complaints Management

4. General Inquiry Management

5. Escalation Handling

6. Post Service Feedback (PSF)

7. Reporting and Analytics

8. Compliance and Quality Assurance

9. Customer Experience Enhancement

10. Crisis Management

Skills Required

Crisis Management, Compliance, Root Cause Analysis, Shift Management, Team Leadership, Quality Assurance