Key Responsibilities
Lead, mentor, and motivate a team of Customer Support Associates to achieve performance targets.
Monitor daily team performance against KPIs such as CSAT, Quality, Productivity, AHT, FCR, Adherence, and Attendance.
Conduct regular coaching sessions, feedback meetings, and performance reviews.
Manage team schedules, attendance, and leave planning to ensure optimum staffing.
Handle customer escalations and provide timely resolutions.
Prepare daily, weekly, and monthly MIS reports and operational dashboards.
Coordinate with Quality, Training, Workforce Management, and Client stakeholders.
Ensure compliance with client processes, SOPs, and organizational policies.
Drive employee engagement, team development, and retention initiatives.
Support process transitions, audits, and continuous improvement projects.

Qualifications &
Experience
Bachelor's Degree in any discipline.
36 years of experience in an International BPO.
Minimum 1–3 years of experience as a Team Leader.




Fluency in Malayalam and English is mandatory (Hindi is an added advantage).
Experience in Voice, Chat, and Email support processes is preferred.

Required Skills
Excellent verbal and written communication in Malayalam and English.
Solid leadership, people management, and conflict resolution skills.
Experience in handling international customers and client-facing operations.
Positive analytical and decision-making abilities.
Proficiency in MS Excel, PowerPoint, and CRM/Ticketing tools.
Ability to work in a 247 rotational shift workplace.

Key Performance Indicators (KPIs)
Team Productivity &
SLA Compliance
Customer Satisfaction (CSAT)
Quality Score
First Call Resolution (FCR)
Average Handling Time (AHT)
Employee Engagement &
Attrition
Attendance &
Schedule Adherence
Client Satisfaction
Revenue &
Operational Performance

📌 Walk In Team Lead Gurugram (India)
🏢 Radical Minds
📍 India