Company Description Transcom India specializes in customer experience support and contact center services for Indian and global companies across multiple industries. The organization delivers value-driven business process outsourcing solutions designed to reduce friction for end customers and strengthen clients’ competitive advantage. Transcom provides customer care and managed call center services in 60+ languages across voice, email, chat, and social media channels.

The company is committed to an engaging, people-focused workplace that inspires team members and supports high performance.

Joining Transcom

India means contributing to exceptional customer experiences through innovative BPO solutions.

Role Description The Customer Experience Team Lead is a full-time, on-site role based in Jaipur. This position is responsible for supervising a team of customer support representatives, monitoring performance, and ensuring high standards of customer service across all assigned channels. Day-to-day activities include managing team schedules, handling escalations, reviewing key performance metrics, and providing coaching and feedback to team members.

The Team

Lead will collaborate with operations and quality teams to improve processes, enhance customer satisfaction, and implement best practices. The role also involves preparing regular reports,



contributing to training initiatives, and maintaining a positive, inclusive work environment.

Qualifications

- Candidates should possess strong Customer Service and Customer Support skills, with experience handling diverse customer queries and escalations.
- Candidates should possess proven Customer Satisfaction focus, including the ability to track feedback and drive improvements in service quality.
- Candidates should possess excellent Communication skills, both verbal and written, to lead teams and interact effectively with customers and stakeholders.
- Candidates should possess solid Analytical Skills to interpret performance data, identify trends, and recommend actionable solutions.
- Relevant experience in contact centers, BPO, or customer experience roles, preferably in a team lead or supervisory capacity.
- Ability to motivate and mentor team members, manage performance, and foster an inclusive, collaborative culture.
- Comfort working with CRM tools, call center technologies, and reporting systems.
- Minimum of a bachelor’s degree or equivalent professional experience in business, communications, or a related field is preferred.
- Willingness to work in office in Jaipur and align with shift requirements based on business needs.

📌 Customer Experience Team Lead (Jaipur)
🏢 Transcom India
📍 Jaipur