Job Description
Job Description Customer Service Team Leader
Position: Customer Service Team Leader
Company: Matrimony.com
Location: Andheri East, Mumbai
Department: Customer Service
Experience: 3–5 Years (BPO/Customer Service)
Qualification: Graduate (Mandatory)
Team Size: Manage a team of 30–35 Customer Service Executives
Shift: Rotational Shift
Week Off: Rotational Week Off
Preference : Male Candidates
Job Summary
We are looking for an experienced and dynamic Customer Service Team Leader to manage a team of 30–35 Customer Service Executives. The ideal candidate should have strong leadership, people management, and customer handling skills, with the ability to drive team performance, customer satisfaction, and revenue through effective cross-selling and upselling initiatives.
Key Responsibilities
- Lead, manage, and motivate a team of 30–35 Customer Service Executives.
- Monitor daily team performance and ensure service level targets (SLAs) are achieved.
- Drive team performance on customer service, cross-selling, and upselling targets.
- Coach team members on identifying customer needs and recommending relevant products and premium services.
- Monitor conversion rates and revenue generated through cross-selling and upselling activities.
- Handle customer escalations and ensure timely resolution.
- Conduct regular team huddles, coaching sessions, and one-on-one feedback sessions.
- Monitor call quality and adherence to company policies and processes.
- Track team productivity, attendance, and schedule adherence.
- Prepare and share daily, weekly, and monthly performance reports.
- Identify training needs and support the learning and development of team members.
- Coordinate with cross-functional teams to resolve customer concerns efficiently.
- Drive customer satisfaction while achieving service and sales KPIs.
- Continuously identify opportunities to improve customer experience, team performance, and business revenue.
Required Skills
- Strong leadership and team management skills.
- Excellent communication, coaching, and mentoring abilities.
- Strong customer service and sales orientation.
- Experience in cross-selling, upselling, and revenue generation.
- Strong analytical, problem-solving, and decision-making skills.
- Good knowledge of MS Excel and Microsoft Office.
- Ability to work in a fast-paced, target-driven environment.
Eligibility Criteria
- Graduate in any discipline.
- 3–5 years of overall experience in Customer Service/BPO.
- Minimum 2+ years of experience as a Team Leader managing a team of 30–35 agents.
- Proven experience in handling customer service operations along with cross-selling and upselling targets.
- Experience in handling customer escalations and driving team performance.
- Strong knowledge of SLA management, quality standards, and team performance metrics.
- Willingness to work in Rotational Shifts with Rotational Week Offs.
Preferred Industry
- BPO
- Customer Service
- E-commerce
- Telecom
- BFSI
- Matrimonial / Internet Services
HR Contact Details
HR Name: Rasika Bisht
Contact Number: +91 9930641423
Email: rasika.bisht@matrimony.com