Team Leader – Customer Support

Summary

We are seeking a seasoned and people-focused Team Leader to oversee a group of 10 to 15 Community Operations Specialists, ensuring top-tier operational performance. This position is pivotal for maintaining high standards within a agile, round-the-clock customer support setting. The successful candidate will be responsible for supervising team output, enhancing the customer journey, and spearheading initiatives for ongoing process refinement.

Responsibilities

• Team Leadership: Direct the growth and development of a support team of 10–15 specialists, overseeing overall productivity and delivering consistent coaching and performance feedback.

• Performance Optimization: Pinpoint areas of underperformance and formulate targeted plans to address gaps, ensuring the team meets its goals.

• Metrics Monitoring: Track critical operational indicators including Service Level Agreements (SLA), quality scores, productivity rates, Average Handle Time (AHT), and customer satisfaction levels.

• Data-Driven Decisions:



Evaluate team performance trends to leverage data insights for boosting operational efficiency.

• Compliance: Guarantee strict adherence to established processes and operational protocols.

• Quality & Development: Collaborate with Quality Assurance and Training departments to bolster team capabilities and operational effectiveness.

• Subject Matter Expertise: Serve as the primary resource for resolving complex process-related inquiries.

• Cross-Functional Collaboration: Partner with various departments to align on business goals, communicating operational hurdles and actionable insights.

• Project Execution: Handle ad-hoc projects and lead process improvement efforts.

• Innovation: Continuously seek out opportunities to elevate customer experience and operational speed, driving the implementation of new initiatives and ensuring team compliance.

Requirements
• Possess a completed graduation degree.

• Have at least

📌 Team Lead (India)
🏢 2COMs
📍 India