Team Leader for Leading Real Estate Company based at Lowerparel

Job Description:

Location - Lowerparel

Work time - 10.00am to 7.00pm

Work days - Mon to Fri

Preferred Background:

• Experience in managing a contact center team in Real Estate, BPO, or Banking call center environment
• Strong leadership and team management skills
• Excellent verbal and written communication in English
• Proven customer service expertise and complaint resolution experience

Job Description:

• • Supervise and lead the contact center team, ensuring prompt and effective handling of customer complaints and queries via calls and emails
  • Act as the escalation point for unresolved or complex customer issues
  • Provide continuous training, coaching, and feedback to team members to maintain high service quality
  • Monitor team performance metrics (TAT, response quality, complaint resolution rate) and report to management
  • Coordinate with internal departments to ensure complaint resolution timelines are met
  • Review complaint logs for accuracy and completeness; ensure timely closure and confirmation to customers
  • Maintain team schedules, leave plans, and ensure adequate staffing during working hours
  • Support hiring and onboarding of new executives as the team expands
• Familiar with KPIs and key metrices in Call Center industry

Key Skills Required:

✔ Team leadership & performance management
✔ Excellent communication (spoken & written – English)
✔ Strong problem-solving and escalation handling
✔ Ability to work in a structured, process-driven setup
✔ Customer-centric mindset and attention to detail
✔ Proficiency in basic reporting tools (Excel, CRM systems, etc.)

Knowledge of SFDC

 It will be on role of Talisman HR Solutions Pvt Ltd

If interested please share the below details -

Current CTC

Expected CTC

Notice Period

Updated Resume