We are looking for an experienced Team Leader – Customer Support to lead an international voice support team. The ideal candidate should have prior experience managing customer support executives, driving team performance, handling escalations, and ensuring service excellence in an international process.

This role requires a strong people manager who can coach, motivate, and monitor a team while consistently achieving operational KPIs and client expectations.

Key Responsibilities

- Lead and manage a team of 20+ customer support executives in an international voice process.
- Monitor daily team performance, productivity, attendance, and adherence.
- Conduct team huddles, coaching sessions, and regular performance reviews.
- Handle customer escalations and ensure timely resolution.
- Track KPIs including SLA, AHT, CSAT, Quality, Productivity, and Team Performance.
- Support hiring, onboarding, training, and mentoring of new team members.
- Coordinate with internal stakeholders to ensure smooth process operations.
- Prepare daily, weekly, and monthly performance reports.
- Drive employee engagement, motivation, and continuous improvement initiatives.





Required Skills
- 4–7 years of experience in International Customer Support/Voice Process.
- Minimum 1–2 years of experience as a Team Leader managing a voice support team.
- Experience managing 20 or more agents.
- Strong understanding of customer support operations and escalation management.
- Excellent verbal and written communication skills in English.
- Strong leadership, coaching, and team management skills.
- Ability to analyze team performance and improve operational metrics.
- Comfortable working in UK shifts.

Preferred Candidate
- Experience in BPO/International Voice Process.
- Strong knowledge of customer service KPIs and reporting.
- Experience with CRM, ticketing systems, and performance dashboards is an advantage.

Why Join Us?
- Opportunity to lead a growing international customer support team.
- Career growth in a fast-paced customer operations environment.
- Cooperative work culture with leadership exposure.

Pay: ₹40,000.00 - ₹85,000.00 per month

Work Location: In person

📌 Team Leader – Customer Support (International Voice Process) (Sahibzada Ajit Singh Nagar)
🏢 Furdeco Home Delivery
📍 Sahibzada Ajit Singh Nagar