Customer Service Team Lead

Designation : Assistant Manager - Inbound process

Location : Mumbai, Malad ( Mindspace)

Domain : Banking

🎯 Job Summary :

We are seeking a results-driven Assistant Manager to lead our inbound customer service team, with a strong focus on improving CSAT, NPS, and managing attrition. The ideal candidate will have hands-on experience in contact center operations, team leadership, and driving customer satisfaction and employee engagement.

🛠️ Key Responsibilities :

• Supervise daily operations of the inbound customer service team, ensuring SLA and quality targets are met.
• Monitor and improve CSAT (Customer Satisfaction Score) through coaching, process enhancements, and service delivery.
• Drive NPS (Net Promoter Score) initiatives by identifying customer pain points and implementing loyalty-building strategies.
• Analyze attrition trends and implement retention strategies to improve employee engagement and reduce turnover.
• Conduct regular performance reviews, feedback sessions, and team huddles to maintain high morale and productivity.
• Collaborate with workforce management to optimize staffing and shift planning.
• Handle escalations and ensure timely resolution of customer complaints.
• Prepare and present reports on CSAT, NPS, attrition, and other KPIs to senior leadership.
• Coordinate with training and quality teams to upskill agents and improve service consistency.

🧑 💼 Qualifications :

💻 Preferred Skills :

🚀 What We Offer :