Job Information:

You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed.

Location: Kolkata, India

Key Responsibilities:
- Manage, inspire, and mentor a group of Customer Support Agents (CSA).
- Hold regular team meetings, evaluate performance, and offer helpful criticism.
- Manage escalations and challenging situations while advising and supporting CSAs.
- Make sure that all CSA tasks are completed smoothly and effectively.
- Keep up with periodic updates and make sure the team follows them.
- Conduct briefings & process updates to the team to improve their abilities.
- Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Should make themselves approachable for CSAs.




- Report any issues or challenges to the reporting manager immediately when needed.
- Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.
- Assisting team members in identifying trends and establishing teams goals.
- Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.
- Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Qualifications and Requirements:
- A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable.
- Fluent in English. At least C1 level. Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
- Proficiency in CS (email & chat support).

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