Role:

We are seeking an experienced and highly motivated Team Lead to oversee our Inbound Customer Support team for Europe region. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Job Responsibilities

- Handle inbound customer queries and concerns through voice and email channels, ensuring prompt and effective resolution.
- Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
- Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
- Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
- Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
- Drive team performance by setting performance benchmarks, providing coaching and guidance,



and fostering a culture of excellence.
- Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
- Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.

Criteria

- Any Graduate or 10th + 12th + 3 year Diploma.
- A minimum of 4 years of overall experience, including at least 1 year of experience as a Team Lead in an international inbound call center.
- Robust problem-solving and analytical skills, with the ability to identify, analyze and resolve complex issues.
- Proficiency in using customer support tools, systems, and applications

Shifts timings:

Rotational Shifts between 12:00 PM and 12:00 AM. Any 9 hours of shift.

Week Off:

Saturday & Sunday - Fixed

📌 Team Lead - Inbound Customer Service (Navi Mumbai)
🏢 Hexaware Technologies
📍 Navi Mumbai