Team Leader – Customer Service (Inbound Voice Process, B2C)

Job Title: Team Leader – Customer Service (Inbound Voice Process, B2C) Work Location: Mumbai (onsite role). Department: Customer Support / Contact Center Reports to: Manager / Operations Head ⸻ Job Summary: We are seeking an experienced Assistant Manager – Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences. ⸻ Key Responsibilities: Team Leadership & Management • Lead, coach, and manage a team of 10+ customer service associates. • Monitor daily performance, ensure adherence to schedules, and manage workforce planning. • Conduct performance reviews, one-on-one discussions, and team huddles. Customer Service Delivery • Ensure timely and professional resolution of inbound customer queries and complaints. • Handle escalations and ensure first call resolution (FCR). • Maintain key SLAs including AHT, CSAT, NPS, and quality scores. Performance & Reporting • Track and analyze team performance against KPIs. • Prepare daily/weekly/monthly MIS and share insights with management. • Identify improvement areas and implement corrective measures. Process Excellence & Compliance • Ensure process adherence, quality standards, and compliance with company policies. • Collaborate with training and quality teams to upskill team members. • Drive continuous improvement initiatives to enhance customer experience. Employee Engagement & Development • Support hiring, onboarding, and training of new associates. • Motivate team members through recognition programs and engagement activities. • Develop high-potential employees for future leadership roles. ⸻ Key Skills & Competencies: • Strong leadership and team-handling ability (20+ associates). • Excellent communication and interpersonal skills. • Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage. • Problem-solving and conflict management skills. • Proficiency in MS Excel, MIS reporting, and call center tools/CRM. ⸻ Qualifications & Experience: • Graduate in any discipline. • 4–7 years of experience in customer service (Inbound Voice, B2C). • Minimum 1–2 years of experience in team handling (30+ members). • Exposure to BPO / BFSI / Telecom / E-commerce industries preferred. Interested candidates are invited to share their CV via WhatsApp at or email at Please include the following details in your application: - Name - Phone number - Total experience - Current CTC - Notice period - Date of Birth - Languages spoken Let’s connect and build something amazing together!

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