Kalyan Jewellers - Team Lead - Customer Engagement

Customer Engagement Team Lead
Location: Kakkanad, Ernakulam

Experience: 8-10 years

About the Role:
- We are seeking an experienced Customer Engagement Team Lead to manage and drive a high performing telecalling team focused on delivering exceptional customer experiences and achieving business growth.

- The ideal candidate will bring a strong background in telesales or customer engagement, combined with proven leadership skills to motivate and guide the team toward excellence.
- This role is ideal for someone who thrives in a dynamic, fast-paced environment and enjoys mentoring people, driving results, and enhancing customer satisfaction. Prior experience in jewellery, luxury retail, or e-commerce will be a strong advantage.
Key Responsibilities:
- Team Leadership: Lead, guide, and mentor a team of telecallers to achieve customer engagement and conversion goals.

- Performance Monitoring: Track daily call volumes, quality, and conversion metrics, ensuring performance standards are met.

- Coaching & Feedback: Conduct regular performance reviews, provide constructive feedback, and identify training needs to improve outcomes.

- Customer Experience Management: Ensure superior communication standards and handle escalations or complex customer interactions effectively.

- Collaboration: Work closely with sales and marketing teams to align engagement strategies with ongoing campaigns.

- Process Improvement: Develop and refine telecalling scripts and engagement strategies to enhance efficiency and conversion rates.

- Data & Reporting: Maintain CRM accuracy, analyze call data and performance trends, and prepare actionable reports for management.

- Training & Motivation: Build a positive team culture by organizing training sessions, motivating members, and fostering healthy competition.

- Escalation Management: Resolve customer queries promptly and maintain a high level of service satisfaction.

- Target Achievement: Set clear objectives for the team and ensure consistent delivery against targets.

Key Skills & Competencies:
- Excellent leadership and people management skills.

- Strong communication and interpersonal abilities.

- Proven success in telesales, customer service, or engagement roles.

- Analytical mindset with the ability to make data-driven decisions.

- Proficiency in CRM tools and call management systems.

- Customer-centric approach with a focus on delivering superior service.

- Ability to coach, motivate, and develop team members.

- Strong problem-solving and multitasking capabilities.

- Additional certifications in sales, communication, or customer relationship management will be an advantage.

Work Environment:
Location: Office-based role at Kakkanad, Ernakulam.

- A dynamic, performance-driven workplace with growth opportunities.

- Collaborative culture encouraging innovation and continuous learning.

- Exposure to leading CRM systems and engagement platforms.

Compensation & Benefits:
- Attractive incentive structure linked to team performance.

- Recognition and rewards for outstanding contribution.

- Career advancement opportunities within a growing organization.

Why Join Us?
- This is an exciting opportunity to lead a passionate and performance-oriented team dedicated to building lasting customer relationships. You'll play a pivotal role in shaping the organization's customer engagement strategy and driving measurable results.
- If you're a leader who thrives on motivating teams, enhancing customer satisfaction, and achieving sales excellence - we'd love to have you onboard.
Apply Now - Take the next step in your leadership journey - apply today to join a dynamic, customer-focused organization!