Team Leader – Call Centre (CRM)

Team Leader – Call Centre (CRM)

Industry:Jewellery Retail

Job Location:Bangalore

Qualification :Graduate / Postgraduate (MBA preferred)

Experience:3–5 years of experience in Call Centre / CRM operations, with at least 1–2 years in a team-handling role

Languages:English, Kannada and local language (Multilingual will be an advantage)

• Key Responsibilities:Supervise and manage call centre and CRM executives.
• Monitor inbound and outbound calls, CRM tickets, and customer interactions.
• Ensure accurate CRM tagging, data entry, and system compliance.
• Track daily team performance against defined KPIs and SLAs.
• Conduct call audits, quality checks, and provide regular feedback.
• Handle escalated customer complaints and ensure timely resolution.
• Prepare and share daily performance reports and MIS dashboards.
• Coordinate with internal teams for issue resolution and process improvements.
• Train, coach, and motivate team members to improve productivity and service quality.
• Ensure adherence to company policies and customer service standards.
• Required Skills & Competencies:Strong people management and leadership skills
• Sound knowledge of CRM tools and call centre operations
• Good analytical skills with MIS and reporting exposure
• Excellent communication and interpersonal skills
• Ability to handle escalations and work under pressure
• Proficiency in MS Excel and reporting tools
• Perks & Benefits:Competitive salary (as per industry standards)
• Medical Insurance
• Life Insurance
• Performance-based incentives
• Other applicable company benefits