Position: Tele-support Team Lead

Experience: 4–7 Years

Industry Preference: MNC / Corporate / BPO / BFSI

Employment Type: Full-time

Key Responsibilities

- Lead and manage the tele-support team to achieve daily and monthly performance targets.
- Monitor team performance, productivity, call quality, and customer handling.
- Handle customer queries, complaints, and escalations effectively.
- Ensure timely follow-up with customers and proper resolution of issues.
- Conduct regular team reviews, coaching, and performance feedback.
- Track key metrics such as call volume, conversion, response time, resolution rate, and customer satisfaction.
- Prepare and share daily/weekly/monthly performance reports with management.
- Identify performance gaps and take corrective actions to improve team productivity.
- Coordinate with other departments to resolve customer and operational issues.
- Ensure adherence to company processes, quality standards, and compliance requirements.
- Manage escalated customer calls and provide appropriate solutions.
- Support recruitment,



onboarding, and training of new team members when required.

Candidate Requirements
- Graduate in any discipline.
- 4–7 years of experience in tele-support/customer support/contact centre operations, with at least 1–2 years in a team-leading role.
- Experience working with an MNC or large corporate organization is preferred.
- Strong team management and people-handling skills.
- Excellent verbal and written communication skills.
- Good knowledge of customer service processes and call centre metrics.
- Solid problem-solving and escalation-handling abilities.
- Target-oriented with good analytical and reporting skills.
- Proficiency in MS Excel and basic reporting tools.

Key SkillsTeam Management | Tele-support | Customer Service | MNC Experience | Call Centre Operations | Escalation Management | Team Performance | Customer Handling | Coaching & Training | MIS Reporting

📌 Telesupport Team Lead (MNC exp) (Hyderabad)
🏢 RENGY
📍 Hyderabad