Here is a professional Job Description (JD) tailored to your specific requirements:

## 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 agile **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 professional development.

* Collaborative and supportive work culture.

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

Work Location: In person

📌 Customer support team leader (Jaipur)
🏢 R.V SOLUTION
📍 Jaipur