Job Title: Team Leader Customer Support

Department: Customer Support Department (CSD)

Experience: 3-6 years of experience in Customer Support / Call Centre / Healthcare / Diagnostics / Service Operations, with at least 1-2 years in a Team Leader role.

Job Summary

We are looking for an experienced Team Leader Customer Support to manage day-to-day customer support operations, drive team performance, and ensure excellent customer experience. The role involves handling inbound/outbound customer interactions, monitoring KPIs, coaching team members, and ensuring timely resolution of customer queries and complaints.

Key Responsibilities

Lead and manage a team of Customer Support Executives / Call Centre Executives.

Monitor daily inbound and outbound calls, customer queries, complaints, and service requests.

Drive team performance against defined KPIs such as productivity, conversion, call quality, TAT, service levels, attendance, and customer satisfaction.

Monitor team performance and prepare daily/weekly/monthly performance reports.

Conduct regular team briefings, coaching sessions, and performance reviews.

Identify performance gaps and take corrective actions through coaching and training.





Ensure proper handling and timely resolution of customer complaints and escalations.

Monitor call quality and adherence to defined SOPs and customer service standards.

Manage team rosters, attendance, leaves, and daily workforce requirements.

Coordinate with Operations, Sales, Centres, and other departments for customer-related issues.

Track leads, follow-ups, conversions, and revenue-related activities wherever applicable.

Ensure proper usage of CRM, dialer, and other customer support tools.

Handle escalated customer calls and provide appropriate resolutions.

Maintain discipline, process adherence, and a positive work setting within the team.

Support process improvement initiatives to improve customer experience and operational efficiency.

Key Skills

Team Management & Leadership

Customer Service & Customer Experience

Inbound & Outbound Calling

Complaint & Escalation Management

KPI & Performance Management

Call Quality Monitoring

Team Coaching & Training

CRM / Dialer Management

MIS & Reporting

Workforce / Roster Management

Excellent Communication & Interpersonal Skills

📌 Team Lead (Pimpri-Chinchwad)
🏢 Krsnaa Diagnostics
📍 Pimpri-Chinchwad