TL-Customer Support (US Process) at Illusion… · Mumbai…

Role & responsibilities

Job Summary:

The Team Leader Customer Service is responsible for managing a team of customer service executives to ensure high-quality client interactions, process adherence, and operational efficiency. The role focuses on team supervision, CRM discipline, call quality monitoring, case coordination, and customer satisfaction improvement.

Key Responsibilities:

1. Team Management

• Supervise and guide customer service agents on daily operations.
• Ensure adherence to defined frontend and backend task structure.
• Monitor attendance, productivity, and performance standards.
• Conduct regular team reviews and coaching sessions.

2. Customer Experience & Call Quality

• Monitor live and recorded calls to ensure quality standards.
• Ensure structured call flow including case verification, summary, and feedback questions.
• Identify and escalate WOW calls and appreciation feedback.
• Minimize case cancellations through proactive follow-ups.

3. CRM & Process Compliance

• Ensure accurate and timely updates in CRM system.
• Monitor case follow-ups, TAT adherence, and lead allocation.
• Maintain process documentation and ensure SOP compliance.

4. Performance Monitoring & Reporting

• Track KPIs including productivity, case cancellations, TAT compliance, and customer satisfaction.
• Prepare and share daily/weekly performance reports.
• Identify performance gaps and implement corrective action plans.

5. Cross-Functional Coordination

• Coordinate with Production, Sales, and Logistics teams for smooth case flow.
• Ensure clear communication between offices and internal departments.

 Qualifications:

Graduate in any discipline

Preferred Experience

• 36 years’ experience in Customer Service / CRM
• Prior team handling experience preferred
• Experience in dental lab / healthcare / BPO industry is an advantage

Key Competencies

• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• CRM proficiency (Zoho preferred)
• Analytical and problem-solving mindset
• Ability to handle escalations professionally