Key Responsibilities
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.
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.
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.
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.
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.
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