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## Job Title: Customer Support Team Leader

Location: Jaipur, Rajasthan (On-site)

Experience Required: 1 Years (in Customer Support / Call Center / BPO leadership or Senior Executive level)

Compensation: ₹4,500,000 PA (₹4.5 LPA)

Employment Type: Full-time, Permanent

### Job Overview

We are seeking a motivated and dynamic Customer Support Team Leader to join our team in Jaipur. The ideal candidate will be responsible for managing day-to-day customer support operations, leading a team of support executives, maintaining key performance metrics (CSAT, SLA, First Call Resolution), and driving exceptional customer experiences.

### Key Responsibilities

#### Team Leadership & Performance Management

- Guide, mentor, and supervise a team of Customer Support Executives to achieve operational targets.
- Monitor live interactions (Voice / Chat / Email) to ensure high quality and standard compliance.
- Conduct regular 1-on-1 coaching sessions and performance reviews to bridge skill gaps.
- Maintain team rosters, handle shift allocations, and track daily attendance.

#### Operational Excellence

- Ensure team compliance with SLAs, Average Handling Time (AHT), and Customer Satisfaction (CSAT) goals.
- Act as an escalation point for complex or critical customer issues and ensure swift resolution.
- Analyze recurring customer issues and propose process improvements to management.





#### Reporting & Quality

- Prepare daily, weekly, and monthly performance reports for leadership review.
- Coordinate with Quality Assurance (QA) and Training teams to improve team performance.

### Key Qualifications & Skills

- Experience: Minimum 1 years of experience as a Team Leader or Senior Customer Support Executive handling team lead responsibilities.
- Education: Graduate in any discipline (10 2 with relevant leadership experience may also be considered).
- Communication: Excellent verbal and written communication skills in English and Hindi.
- Technical Skills:
- Proficiency in MS Office (Excel, Word, PowerPoint) for reporting.
- Familiarity with CRM tools (e.g., Salesforce, Zendesk, Freshdesk) and IVR systems.
- Soft Skills: Strong leadership, conflict resolution, problem-solving, and time-management skills.

### Key Performance Indicators (KPIs)

- Team CSAT & NPS scores
- SLA Adherence & Escalation Resolution Rate
- First Contact Resolution (FCR) Rate
- Team Shrinkage & Attrition control

### What We Offer

- Competitive Salary: ₹4.5 LPA (In-hand salary approx. ₹30,000–₹33,000/month after standard deductions incentives).
- Opportunities for rapid career progression and career development.
- Collaborative and supportive work culture.

Pay: ₹400,000.00 - ₹450,000.00 per month

Work Location: In person

📌 Customer support team leader (Jaipur)
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