Customer Support Team Leader

Job Overview

• Role: Customer Support - Team Leader (In-House)
• Location: Ashok Nagar, Bangalore
• Reporting To: Operations Manager
• Work Experience: Must have 2-4 years of experience in working as Team Lead in Customer Support Voice + Email.

Core Responsibilities

• Team Leadership: Manage, motivate, and daily monitor a team of customer support executives. Conduct morning briefings, manage rosters/attendance, and provide targeted coaching to low performers to bridge skill gaps.
• Performance & SLA Management: Drive the team to meet and exceed daily, weekly, and monthly Service Level Agreements (SLAs). Monitor key metrics like First Response Time (FRT), Average Resolution Time (ART), and Customer Satisfaction (CSAT) scores.
• Quality & Process Compliance: Enforce strict adherence to internal communication standards and data privacy guidelines. Regularly audit support tickets, live chats, and call recordings to maintain high quality and ensure speedy dispute resolution within TAT.
• MIS & Reporting: Prepare and share daily, weekly, and monthly support performance reports. Track contact volumes, peak traffic trends, pending backlog queues, and individual executive productivity metrics.

Requirements

• Education: Graduate (Any stream)
• Languages Known: Must know English and Hindi
• Experience: 35 years in a Customer Support environment (BPO/E-commerce/SaaS), with at least 1–2 years of experience in a team-handling or supervisory role. NBFC experience preferred.
• Skills: Must have hands-on experience with MS Office.
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