CARS24 - Team Lead - Customer Experience (3-5 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

What will you drive?- Lead, coach, and mentor a team of customer service representatives to achieve performance targets.- Monitor daily operations, call quality, and ensure SLA adherence.- Communicate and collaborate effectively with internal and external stakeholders.- Optimize funnel conversion at every stage (lead to inspection, inspection to stock-in, etc.).- Analyze performance metrics, generate reports, and drive data-backed decision-making.- Drive initiatives to improve customer experience and reduce friction across touchpoints.- Manage escalations, ensure timely resolution, and identify process gaps.Who are we looking for?- Minimum 4 years of call centre experience, with at least 1 year in a team lead role.- Fluency in at least 3 southern Indian languages (Tamil, Telugu, Kannada, Malayalam).- Strong communication and interpersonal skills.- Proven experience in stakeholder management and cross-functional coordination.- Hands-on experience in funnel management and performance tracking.- Excellent data analysis and reporting skills (Excel, dashboards, CRM tools).- High customer orientation and problem-solving mindset. (ref:updazz.com)

Payroll Type : Permanent