Team Leader - Inbound Customer Support

Job Description:

We are seeking a Team Leader – Inbound Customer Support to manage and guide a team of Customer Support Executives. The role involves driving performance, ensuring customer satisfaction, handling escalations, and supporting daily operations while maintaining strong team engagement.

Key Responsibilities

- Lead, motivate, coach, and develop CREs to meet KPIs and process SLAs.
- Work with internal teams to resolve customer issues and support CRE requirements.
- Ensure adherence to security, compliance, and data protection policies.
- Identify process gaps and implement improvement ideas to enhance efficiency.
- Maintain robust rapport within the team and create a positive work environment.
- Support new joiners through effective onboarding and handholding to improve retention.
- Monitor calls, provide structured feedback, and drive quality performance.
- Manage and resolve customer escalations promptly.
- Ensure roster adherence, reduce shrinkage, and track login hours.
- Highlight system issues (downtime, connectivity, tools) to supervisors for quick resolution.
- Conduct daily briefings on processes, product updates,



and performance requirements.
- Ensure accuracy, quality, and timely delivery of all tasks.
- Identify performance trends and provide solutions for potential issues.
- Make quick and balanced decisions to support day-to-day operations.

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Eligibility Criteria:

- Minimum 1 year experience as a Team Leader or Acting Team Leader.
- Experience in Outbound Collections/Recovery (Banking Collections/BPO Tele-Collections) preferred.
- Strong communication skills (written and spoken).
- Language proficiency in English, Odiya, Telugu, Tamil, Hindi, and Kannada (any mix is a plus).
- Valuable knowledge of MS Excel, Word, and Outlook.
- Strong team-handling, coaching, and motivational skills.
- Ability to analyze trends, identify issues early, and provide solutions.
- Customer-focused mindset and good decision-making ability

Work Details

- Shift: As per business requirements (Roster-based)
- Requires coordination with operations teams, QA, and internal support functions.
- Involves daily team management, performance tracking, and handling live operations.

Bangalore

📌 Team Leader - Inbound Customer Support (India)
🏢 One Point one solutions
📍 India