Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Team Leader Customer Support / Contact Centre

Qualification: Any Graduate

Relevant Experience: 1 year of experience as a team lead in BPO, Contact Centre, Customer Service, or related operations. Prior experience as a Team Leader is preferred.

Must Have Skills:

- Strong verbal and written communication skills.

- Experience in Inbound Voice/Customer Support operations.

- Good understanding of contact-centre metrics such as SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.

- Solid team-handling and people-management skills.

- Good knowledge of MS Excel and reporting.

- Strong problem-solving and decision-making skills.

- Ability to work in a fast-paced and target-driven environment.

Roles & Responsibilities:

- Manage day-to-day operations of a Domestic/International Customer Support process.

- Lead and manage a team of Customer Support Executives.

- Monitor team performance and ensure achievement of operational targets.

- Track key metrics such as SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.

- Conduct regular team huddles, performance reviews, and one-on-one discussions.





- Coach and provide feedback to team members to improve performance.

- Monitor attendance, adherence, productivity, and overall team performance.

- Identify performance gaps and implement corrective actions.

- Ensure adherence to company policies, client requirements, SOPs, and process guidelines.

- Handle customer and operational escalations and ensure timely resolution.

- Coordinate with Quality, Training, Workforce Management, HR, and other support functions.

- Prepare daily, weekly, and monthly operational reports.

- Drive employee engagement, productivity, performance, and retention.

- Support process improvement and continuous improvement initiatives.

- Ensure achievement of business targets and agreed service-level commitments.

Location: Ghansoli, Navi Mumbai

CTC: Up to 5.2 LPA

Notice Period: Immediate Joiner to 30 Days

Mode of Interview: 2 Rounds 1st Virtual, 2nd Face-to-Face

Mode of Work: Work From Office

Thanks & Regards,

Keerthana.BM staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore,Karnataka,INDIA.

[email protected]| www.blackwhite.in |

contact : 08067432469

📌 Team Leader Customer Support / Contact Centre (Navi Mumbai)
🏢 Black And White Business Solutions
📍 Navi Mumbai