[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Tata Consultancy Services jobs](https://jobs.opennash.com/companies/tata-consultancy-services/) · [Search jobs](/search/) Tata Consultancy Services · Pune # Customer Care - Team Lead Pune Manager or lead Operations Last seen on Tata Consultancy Services’s official careers site on August 1, 2026; it may have closed since. [Apply on Tata Consultancy Services’s careers site →](https://ibegin.tcsapps.com/candidate/next/en-IN/jobs/423800J) [OpenNash Jobs](https://jobs.opennash.com/) / [Tata Consultancy Services](https://jobs.opennash.com/companies/tata-consultancy-services/) / Customer Care - Team Lead ## Job description ### Responsibilities Ø Lead team of 15-20 agents/ inbound & outbound customer service/sales call center executive. Overall process management. Ø Maintain KPIs as per Service Level Agreement (SLA). Ø Effective Performance Planning for Self & Team. Ø Motivating and inspiring team to surpass their potential. Ø To provide Coaching & Feedback to the executive. Ø Creating sense of ownership within employees and resolve their issues. Ø Handling escalations calls, queries, complaints for Customers & Client. Ø Call listening/handling per Process requirement. Ø Prepare and present team performance to Internal & External stakeholders. Ø To identify BQM and prepare action plan and work along with Ops Manger for driving performance. ### Knowledge/Experience Ø At least - 4+ years of experience into General/Life Insurance Customer Service. Ø At least - 2 years of team management experience Ø Should have handled team of at least 15 FTEs Technical Skills Ø Excellent skills in MS Excel Office Ø Preferable knowledge in Life Insurance business