Job Description

Role:

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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.

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Job Responsibilities:

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



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

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- Any Graduate or 10th + 12th + 3 year Diploma.
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- 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.
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- Solid problem-solving and analytical skills, with the ability to identify, analyze and resolve complex issues.
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- Proficiency in using customer support tools, systems, and applications
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Shifts timings:

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

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- Saturday & Sunday - Fixed
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📌 Team Lead - Inbound Customer Service (Mumbai)
🏢 Hexaware Technologies
📍 Mumbai