Customer Support Team Leader

Role Overview The Customer Support Team Leader – Blended Process will manage a team handling voice, email, and chat support, ensuring service quality, SLA adherence, and high customer satisfaction across all channels.

• Key Responsibilities Lead and supervise a team working on voice & non-voice (email/chat) processes
• Monitor call quality, email/chat responses, and productivity metrics
• Handle customer escalations across all support channels
• Ensure adherence to SLA, TAT, AHT, CSAT, and quality standards
• Conduct team huddles, coaching, and performance reviews
• Manage shift scheduling and daily operational targets
• Prepare and share MIS, reports, and performance dashboards
• Coordinate with QA, training, and operations teams
• Skills & Experience Required Experience as a Team Leader / Supervisor in a blended process
• Strong people management and communication skills
• Hands-on experience with CRM and ticketing tools
• Good understanding of voice & non-voice support metrics
• Ability to multitask and manage high-volume support environments