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

Job Location

Shivajinagar, Bangalore, Karnataka, India

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