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 dynamic, 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 recent initiatives and ensuring team compliance.

Requirements

- Possess a completed graduation degree.

- Have at least one year of experience in people or process management, customer support, analytics, stakeholder relations, or project management.

- Demonstrate mandatory proficiency in both English and Hindi.

- Possess Telugu language capabilities as a distinct advantage.

- Exhibit strong analytical thinking and problem-solving skills.

- Maintain a solid grasp of customer support operations and key performance indicators.

- Show capability to lead a team within a high-pressure, rapid-paced environment.

- Be fully available and adaptable to 24/7 rotational shift schedules.

BenefitsSalary upto 45k in hand + pf + incentives

📌 Team Lead (CSA)- (English and Hindi) - Visakhapatnam
🏢 2COMS Consulting
📍 India