Team Leader - Customer Support

Position: Team Leader - Inbound Customer Service

Department: Customer Support / BPO Operations

Location: Jayanagar 3rd Block, Bangalore - 560011

Employment Type: Full-Time

Experience Required: Minimum 1 Year

Education: Graduate

Industry: Outsourcing - BPO/BPM

Role Summary

The Team Leader oversees daily operations of inbound call agents, ensuring excellent customer service delivery and efficient call handling. The position involves guiding, training, and supervising staff, while implementing strategies for continuous improvement in response quality and customer satisfaction.

Key Responsibilities

Team Management & Leadership

•       Supervise and guide a team of customer service representatives handling incoming calls

•       Monitor team and individual performance, provide constructive feedback, and conduct training sessions

•       Manage schedules, ensure adherence to call center policies, and optimize resource allocation

•       Strong organizational and motivational skills for managing a diverse team

Customer Service Excellence

•       Handle escalated calls, resolve complex queries, and ensure first-contact resolution

•       Ensure excellent customer service delivery and efficient call handling

•       Respond to feedback trends and implement corrective actions

Performance Monitoring & Reporting

•       Track, analyze, and report on key performance indicators such as call quality, response time, and resolution rates

•       Develop and implement strategies to improve customer support efficiency and satisfaction

•       Maintain compliance with company policies and industry best practices for inbound calling

Process Optimization

•       Collaborate with other departments to optimize processes

•       Implement strategies for continuous improvement in response quality and customer satisfaction

•       Optimize resource allocation and workflow efficiency

Required Qualifications Education

•       Bachelor's degree (Graduate) or relevant work experience in customer service/call center leadership

Experience

•       Minimum 1 year of proven team leadership in a call center/inbound voice process environment

•       Experience in BPO/BPM or outsourcing industry preferred

Skills & Competencies

•       Excellent verbal communication and problem-solving skills

•       Good English proficiency (written and verbal)

•       Knowledge of call center software, CRM systems, and data analysis tools

•       Ability to work efficiently in a fast-paced, high-volume inbound calling setup

•       Strong organizational and motivational skills for managing a diverse team

Desired Skills

•       Leadership, performance management, and conflict resolution

•       Proficiency in CRM software and call center systems

•       Data analysis, team building, and quality assurance

•       Ability to provide constructive feedback and conduct effective training sessions

•       Experience with workforce management and scheduling tools

Key Performance Indicators

The successful candidate will be evaluated based on:

•       Team performance metrics (call quality, response time, resolution rates)

•       Customer satisfaction scores (CSAT)

•       First-contact resolution rates

•       Team adherence to schedules and policies

•       Employee engagement and retention within the team

•       Achievement of service level agreements (SLAs)

Work Environment

•       Fast-paced, high-volume inbound call center environment

•       Collaborative team culture with cross-departmental interaction

•       Performance-driven atmosphere focused on continuous improvement

•       Opportunity for professional growth and development

Application Process

Interested candidates meeting the above requirements are encouraged to apply with their updated resume highlighting relevant team leadership experience in inbound call center operations.

Company: Onedios