- Manage, inspire, and mentor a group of Customer Support Agents (CSA).

- Hold regular team meetings, evaluate performance, and offer helpful criticism.

- Manage escalations and challenging situations while advising and supporting CSAs.

- Make sure that all CSA tasks are completed smoothly and effectively.

- Keep up with periodic updates and make sure the team follows them.

- Conduct briefings & process updates to the team to improve their abilities.

- Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

- Should make themselves approachable for CSAs.

- Report any issues or challenges to the reporting manager immediately when needed.

- Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.

- Assisting team members in identifying trends and establishing teams goals.





- Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.

- Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the team’s efficiency.

1. JOB REQUIREMENT

- Education: Bachelor’s degree preferred.

- Experience: Customer Support (email & chat).

- Skills:

- Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
- Problem-solving and critical-thinking abilities.
- Solid team management and leadership abilities.
- Ability to handle client conversations and multitask.
- Ability to perform under pressure.
- Adaptability to fast-paced environments and shift work.
- Decisiveness and attention to detail.

- Language Requirement:

- English: Fluent or Business Proficient (C1 and up).

📌 Team Lead with Chat Experience ( Only Male Candidates ) (Kolkata)
🏢 Gear
📍 Kolkata