Customer Support Team Leader

Company: Radical Minds

Department: Customer Support / BPO Operations

Role: Team Lead – Customer Support

Location: [Location]

Experience Required: 2–5 Years in BPO / Customer Service Operations

Employment Type: Full-Time

Job SummaryWe are looking for an experienced and result-oriented Customer Support Team Lead to manage a team of customer service executives in a fast-paced BPO environment. The candidate will be responsible for team performance, customer satisfaction, process compliance, and operational efficiency while ensuring high-quality customer support delivery.

• Key ResponsibilitiesManage and lead a team of customer support associates.
• Monitor daily team performance against KPIs such as:
• CSAT (Customer Satisfaction)
• AHT (Average Handling Time)
• Quality Scores
• Productivity & Attendance
• Conduct regular team huddles, coaching sessions, and feedback discussions.
• Handle escalations and provide timely resolutions to customer issues.
• Ensure adherence to company policies, SOPs, and client requirements.
• Prepare and maintain performance reports and MIS dashboards.
• Identify training needs and support employee development.
• Coordinate with Quality, Training, and Operations teams for process improvements.
• Drive employee engagement and maintain team morale.
• Ensure smooth shift operations and workforce management.
• Required Skills & QualificationsGraduate in any discipline.
• 2–5 years of experience in BPO/customer support with at least 1 year in a Team Lead role.
• Strong communication and interpersonal skills.
• Good knowledge of customer service metrics and reporting.
• Ability to manage teams under pressure and meet targets.
• Proficiency in MS Excel, reporting tools, and CRM systems.
• Strong problem-solving and conflict-resolution skills.
• Flexibility to work in rotational shifts.
• Preferred SkillsExperience in voice/non-voice/chat support processes.
• Exposure to international or domestic BPO operations.
• Leadership and mentoring abilities.
• Process improvement mindset.
• Key Performance Indicators (KPIs)Team Productivity
• Customer Satisfaction (CSAT)
• Quality Compliance
• SLA Adherence
• Attrition & Attendance Management
• Escalation Resolution