Team Leader-Customer Care (Indore)

- Lead, coach, and mentor the Voice Customer Care team. Manage daily customer support operations and ensure timely resolution of customer queries and complaints. Handle customer escalations, nodal cases, refunds, and service recovery. Monitor call queues, workforce allocation, and SLA adherence. Conduct quality reviews, coaching sessions, and ensure compliance with SOPs and regulatory guidelines. Prepare and review MIS reports and operational dashboards. Coordinate with internal teams to ensure timely issue resolution. Identify and implement process improvements to enhance customer experience and operational efficiency.

- Graduate in any discipline. Minimum 2 years of experience in Loan Operations, Lending, Fintech, Banking, or Customer Support, including experience in a Team Lead/Supervisory role. Solid knowledge of loan servicing, repayments, customer complaint handling, and collections coordination. Hands-on experience with CRM/ticketing tools, dialers, Microsoft Excel, and Google Sheets. Good understanding of SLA management, quality assurance, and workforce management. Excellent leadership, communication, coaching, and problem-solving skills. Fluency in English and Hindi is mandatory. If anyone interested please share the resume and call: 9754100017 .