Job Description – Team Leader | Customer Support / Technical Support (BPO)/ Telecom

Position: Team Leader – Customer Support / Technical Support

Location: Hyderabad

(Excellent communication skills)

Shift: Rotational Shifts (US Shifts)

CTC: Up to 7 LPA

Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced and dynamic Team Leader to manage a team of Customer Support/Technical Support Associates in a fast-paced BPO environment. The ideal candidate will be responsible for driving team performance, ensuring service quality, achieving operational targets, and delivering an exceptional customer experience.

Key Responsibilities

- Lead, motivate, and manage a team of customer support/technical support executives.
- Monitor daily team performance against KPIs, SLAs, CSAT, AHT, Quality, and Productivity metrics.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Handle customer escalations and ensure timely resolution.
- Identify training needs and support team development initiatives.
- Prepare and maintain performance reports and dashboards.
- Collaborate with internal stakeholders to improve operational efficiency.




- Drive employee engagement and retention within the team.
- Ensure adherence to company policies, processes, and compliance requirements.

Eligibility Criteria

- Graduation mandatory.
- Minimum 2-5 years of experience in BPO Customer Support/Technical Support.
- Minimum 1 year of experience as a Team Leader handling teams.
- Strong knowledge of contact center metrics and people management.
- Excellent communication, coaching, and stakeholder management skills.
- Ability to work in rotational US shifts.
- Immediate to 15 days joiners preferred.

Required Skills

- Team Management
- Customer Service Operations
- Technical Support Operations
- Performance Management
- Escalation Handling
- Quality & Process Improvement
- Reporting & MIS
- Coaching & Mentoring
- Excellent Communication Skills

What We Offer

- Market-competitive salary up to 7 LPA
- Growth-oriented work environment
- Exposure to global clientele
- Leadership development opportunities

Location: Hyderabad | Shift: Rotational US Shifts | CTC: Up to 7 LPA | Immediate Joiners Preferred

For more information - Reach out to HR - Neha

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📌 Team Lead (Secunderabad)
🏢 Rouxel TP
📍 Secunderabad