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 solid 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.
Robust communication skills (written and spoken).
Language proficiency in English, Odiya, Telugu, Tamil, Hindi, and Kannada (any mix is a plus).
Good knowledge of MS Excel, Word, and Outlook.
Solid 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 Bengaluru (India)
🏢 ONE POINT ONE SOLUTIONS
📍 India