Job Summary: Store Support Team Lead

Client Store Applications Support Team Lead would be managing a group of 10 to 15 people from Client Location.

1. POS system functionality and operations.
2. POS peripherals and their functions.
3. Software applications used by the POS system.
4. PIN pad software and related information.
5. Internet connectivity troubleshooting for POS systems.
6. Step-by-step troubleshooting procedures for POS peripherals and associated devices.

Job Responsibilities:

1. Operational Management

- Oversee day-to-day operations of the call center or BPO team.
- Monitor service levels, call volumes, and key performance indicators (KPIs).
- Ensure adherence to operational standards, policies, and procedures.
- Optimize shift schedules, staffing, and resource allocation
- Handle escalations, service disruptions, or client(customer) complaints efficiently.

2. Team Leadership & Management

- Recruit, train, mentor, and manage team leaders and agents.
- Conduct regular performance evaluations and feedback sessions.
- Motivate and engage the team to meet and exceed targets.
- Foster a positive and customer-centric culture

3. Performance Monitoring & Reporting

- Track and analyse KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
- Generate reports for senior management on performance trends and improvement plans.
- Use analytics to identify areas for improvement

4. Client Relationship Management





- Act as the main point of contact for clients.
- Ensure service level agreements (SLAs) are met or exceeded.
- Present performance reviews and improvement initiatives to clients.
- Understand client goals and align operational strategies accordingly

5. Quality Assurance & Compliance

- Implement quality assurance (QA) processes and monitor calls/emails/chats for compliance.
- Ensure adherence to industry regulations, data security, and client guidelines.
- Manage audits and compliance checks.

6. Strategic Planning & Improvement*

- Identify process gaps and drive continuous improvement initiatives.
- Collaborate with other departments (IT, HR, Training, etc.) to support operations.
- Implement recent technologies and tools to improve productivity.

7. Crisis & Issue Management**

- Implement contingency plans during outages or emergencies.
- Manage reputation risk and ensure rapid resolution of high-impact issues.

Minimum requirements (Education Qualification & Work Experience):

- Any bachelors degree or equivalent required 10 + 2 + 3 years of education
- Minimum of 6 years of experience in a call center or customer service Industry
- The role requires flexibility to handle customer calls on the floor between team management and direct customer interactions.
- Basic troubleshooting skills for desktops, tablet, network, and peripheral devices (e.g., barcode scanners, receipt printers)
- Prior experience supporting retail Point of Sale (POS) systems is a plus

📌 Team Leader - Technical POS Support (Bengaluru)
🏢 [24]7.ai
📍 Bengaluru