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Customer Support Team Lead
CARS24bangalore, karnataka, in6 hours ago
Job descriptionMinimum 4 years of call center experience, with at least 1 year in a team lead role. Fluency in at least 3 southern Indian languages (Tamil, Telugu, Kannada, Malayalam). Strong communication and interpersonal skills. Proven experience in stakeholder management and cross-functional coordination. Hands-on experience in funnel management and performance tracking. Excellent data analysis and reporting skills (Excel, dashboards, CRM tools). High customer orientation and problem-solving mindset.
What will you drive?
- Lead, coach, and mentor a team of customer service representatives to achieve performance targets.
- Monitor daily operations, call quality, and ensure SLA adherence.
- Communicate and collaborate effectively with internal and external stakeholders.
- Optimize funnel conversion at every stage (lead to inspection, inspection to stock-in, etc.).
- Analyze performance metrics, generate reports, and drive data-backed decision-making.
- Drive initiatives to improve customer experience and reduce friction across touchpoints.
- Manage escalations, ensure timely resolution, and identify process gaps.
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Team Lead Customer Support • bangalore, karnataka, in