[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 · Bengaluru # Customer Care - Team Lead Bengaluru 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/416904J) [OpenNash Jobs](https://jobs.opennash.com/) / [Tata Consultancy Services](https://jobs.opennash.com/companies/tata-consultancy-services/) / Customer Care - Team Lead ## Job description ### Responsibilities - Own team performance on AHT, NPS, Accuracy, Compliance and Schedule Adherence - Run huddles, 1:1 coaching, call/email reviews; action plans for BQM (Below Quality Metrics) - Handle escalations; ensure timely case closure and customer feedback capture - Work with WFM/RTA for rosters, shrinkage control and intraday recovery - Coordinate with QA/Training on defects, refreshers, and certification ### Publish daily/weekly performance reports to stakeholders Knowledge/Experience - End-to-end process flows across accounts/cards/digital banking - Quality frameworks (CQM/COPC principles) and audit requirements RnP metrics and SLA governance