We are seeking a dedicated and experienced Team Lead for our Customer Support department in the Mumbai region. The ideal candidate will have a solid background in managing teams within an international call center setting, specifically focusing on inbound voice processes. As a Team Lead, you will be responsible for overseeing daily operations, ensuring high-quality customer service, and driving team performance to meet organizational goals.

Key Responsibilities:
Lead and manage a team of customer support representatives, providing guidance and support to ensure exceptional service delivery.
Monitor team performance metrics, including attrition and shrinkage, and implement strategies to improve efficiency and effectiveness.
Conduct regular training sessions and performance reviews to enhance team skills and knowledge.
Collaborate with other departments to streamline processes and improve customer experience.




Address and resolve escalated customer issues in a timely and skilled manner.
Prepare and present reports on team performance and customer feedback to senior management.

Required Skills:
Proven experience as a Team Lead in a customer support or call center environment.
Solid understanding of inbound voice processes and BPO operations.
Excellent communication and interpersonal skills.
Ability to analyze performance metrics and implement improvement strategies.
Proficient in managing team dynamics and fostering a positive work environment.

If you are a motivated leader with a passion for customer service and team development, we encourage you to apply for this exciting opportunity.

📌 Team Lead Customer Support Mumbai (India)
🏢 Conviction
📍 India