Job Title: Team Leader

Location: Shivajinagar, Bangalore, Karnataka, India

Job Type: Full-time

Salary: ₹30,000 – ₹40,000 per month

Education: Graduate

Experience: Minimum 3 years of overall experience, including at least 1 year of documented experience as a Team Leader

Language: Valuable English communication skills

Job Summary

We are looking for an experienced and responsible Team Leader to manage a customer support team, drive performance, ensure SLA compliance, and handle escalations. The ideal candidate should have strong team-management skills, good communication abilities, and experience in managing key customer support metrics.

Key Responsibilities

- Manage daily team attendance, login hours, adherence, and overall performance.
- Monitor and drive key KPIs, including AHT, CSAT, NPS, Attrition, and Shrinkage.
- Conduct regular one-on-one feedback sessions and performance reviews.
- Identify performance gaps and provide coaching, training, and development support.
- Ensure the team consistently meets SLA and client contractual requirements.
- Handle complex customer complaints and technical escalations that cannot be resolved by agents.
- Prepare and maintain daily, weekly, and monthly performance reports.




- Share performance insights and updates with senior management.
- Motivate team members and maintain a positive and productive work environment.
- Ensure adherence to company policies, processes, and quality standards.

Required Skills

- Team Management
- Customer Support Operations
- KPI & Performance Management
- AHT, CSAT & NPS Management
- SLA Management
- Escalation Handling
- Coaching & Team Development
- Reporting & MIS
- Good English Communication
- Problem-solving and Decision-making

Eligibility

- Graduate in any discipline.
- Minimum 3 years of overall experience in customer support/contact center operations.
- Minimum 1 year of experience as a Team Leader, with relevant experience documented on paper.
- Strong knowledge of customer support KPIs and operational metrics.
- Good English communication and interpersonal skills.
- Ability to manage targets, escalations, and team performance effectively.

Salary & Benefits

- Fixed Salary: ₹30,000 – ₹40,000 per month
- Performance-based incentives, if applicable
- Career growth opportunities
- Training and development opportunities

Job Location

Shivajinagar, Bangalore, Karnataka, India

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