Customer Support Team Leader

Eligibility Criteria

• Minimum 1 year experience as a Team Leader (designation should be on paper)
• Experience in voice or blended process
• Willingness to work in rotational shifts
• Prior BPO / customer support experience is mandatory
• Experience in International BPO is mandate

Preferred Qualifications

• Experience in International BPO.
• Immediate to short notice joiners preferred.

Key Responsibilities

• Manage day-to-day operations of a team of customer support executives
• Drive team performance to meet KPIs such as AHT, CSAT, QA, productivity, and attendance
• Conduct regular team huddles, coaching sessions, and performance reviews
• Handle customer escalations and provide effective resolutions
• Monitor call quality and ensure adherence to process and compliance guidelines
• Prepare and share daily, weekly, and monthly performance reports
• Coordinate with Quality, Training, WFM, and Operations teams
• Support new joiner onboarding and floor nesting