We are looking for an experienced and dynamic Team Leader to lead and manage a team of customer support associates. The ideal candidate should have strong people management skills, a customer-centric approach, and the ability to drive team performance while ensuring service excellence.
Key Responsibilities
- Manage and lead a team of Customer Support Executives.
- Monitor team performance and ensure achievement of key operational metrics.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Handle escalations and provide timely resolutions to customer concerns.
- Ensure adherence to quality standards, compliance requirements, and company policies.
- Analyze team performance reports and implement improvement plans.
- Motivate and mentor team members to enhance productivity and engagement.
- Coordinate with internal stakeholders to ensure smooth process execution.
- Drive customer satisfaction and continuous process improvement initiatives.
Eligibility Criteria
- Minimum 1+ years of experience as a Team Leader in a Customer Support / BPO environment.
- Strong communication and leadership skills.
- Experience in managing team performance, coaching, and escalation handling.
- Ability to work in rotational shifts.
- Graduation preferred; relevant experience is mandatory.
- Immediate joiners will be given preference.
Required Skills
- Team Management
- People Leadership
- Performance Management
- Customer Service Excellence
- Escalation Handling
- Reporting & MIS
- Problem-Solving
- Stakeholder Management