Key Responsibilities

1. Team Management & Coaching

- Lead, mentor, and support a team of TSRs handling voice and chat interactions.
- Conduct regular coaching sessions focused on troubleshooting skills, communication, and customer handling.
- Identify performance gaps and implement corrective action plans.

2. Operational Performance

- Ensure achievement of team KPIs including:

- First Call/Chat Resolution (FCR)
- Customer Satisfaction (CSAT)
- Productivity and adherence
- Quality and compliance scores
- Service-to-sales targets

- Monitor real-time queues and ensure optimal coverage and utilization.

3. Technical & Process Support

- Act as the first point of escalation for complex technical or customer issues.
- Support agents with advanced troubleshooting for Wi-Fi, router, device, speed, and application issues.
- Ensure proper use of tools, knowledge base, and escalation matrices.

4. Quality & Compliance





- Ensure team adherence to quality guidelines, SOPs, and compliance requirements.
- Partner with the Quality team to close feedback loops and drive improvement.
- Reinforce accurate documentation and CRM/ticketing standards.

5. Customer Experience & Sales Enablement

- Drive a customer-first mindset while balancing service-to-sales expectations.
- Coach agents on identifying customer needs and offering relevant upgrades or add-ons.
- Handle customer escalations and ensure satisfactory resolution.

6. Reporting & Stakeholder Communication

- Prepare daily/weekly performance reports and share insights with management.
- Participate in internal reviews, calibrations, and client calls when required.

📌 Team Lead (Telangana)
🏢 GlowTouch
📍 Telangana