Team Leader – Customer Support

3 weeks ago


Hyderabad, India Kell Tech Full time

Job Title: Team Leader – Customer Support

Department: Operations – US Travel Desk

Location: Hyderabad, Telangana

Employment Type: Full-time

Shift Timing: Rotational shifts including weekends and night shifts

Experience Required: Minimum 3 years in a similar leadership role within an international BPO setup

Education: Graduate (mandatory)

Job Summary:

The Team Leader is responsible for supervising a team of Customer Support Executives handling

travel-related customer queries across voice, email, and chat channels for the US market. The

position demands proactive leadership, sharp process knowledge, performance monitoring, and

rigorous adherence to KPIs and compliance parameters in a travel helpdesk environment.

Key Responsibilities:

● Manage, supervise, and monitor daily operational performance of the assigned team to meet service levels and process metrics.

● Drive agent-level efficiency in resolving complex customer issues related to bookings, ticketing, refunds, cancellations, and itinerary changes.

● Conduct quality assessments and side-by-side coaching for process adherence, communication, soft skills, and customer satisfaction.

● Execute daily team briefings, one-on-one sessions, monthly appraisals, and performance improvement plans where required.

● Ensure timely and error-free scheduling, attendance tracking, shift rosters, and shrinkage control.

● Handle all Level 1 escalations with professionalism and escalate further as needed with complete documentation and root cause reporting.

● Collaborate closely with QA, Training, and WFM teams for performance calibration, feedback, and continuous improvement.

● Submit daily, weekly, and monthly team performance reports to Operations Manager and stakeholders.

● Maintain an environment of motivation, discipline, transparency, and accountability.

Required Skills & Competencies:

● Strong leadership, coaching, and team management skills.

● Deep understanding of call center metrics (AHT, CSAT, QA scores, attrition, shrinkage, etc.).

● Sound knowledge of US travel policies, airline procedures, and customer handling protocols.

● Advanced MS Excel and dashboard reporting abilities.

● Experience in CRM, QA monitoring tools, dialers, WFM platforms (preferred: NICE, Avaya, Genesys).

● Emotional intelligence, conflict resolution, and team motivation techniques.

Mandatory Requirements:

● At least 3 years of experience as a Team Leader in a BPO (preferably US or travel support).

● Demonstrated ability to lead and mentor 15–20 associates in a fast-paced, SLA-driven environment.

● Strong analytical reporting and performance documentation capabilities.

● Must be willing to work rotational night shifts including weekends and US holidays.

● Ability to manage high-pressure environments and strict client SLAs.


  • Team leader

    3 weeks ago


    Hyderabad, India Kell Tech Full time

    Job Title: Team Leader – Customer Support Department: Operations – US Travel Desk Location: Hyderabad, Telangana Employment Type: Full-time Shift Timing: Rotational shifts including weekends and night shifts Experience Required: Minimum 3 years in a similar leadership role within an international BPO setup Education: Graduate (mandatory) Job...


  • Hyderabad, Telangana, India Flutter Entertainment Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Customer Support Team Leader-3Customer Operations Team Leader 1Customer Service Team Leader


  • Hyderabad, India Customer Support Full time

     Adaptable and motivated fresher with knowledge in customer support, process associate roles, data analysis, and non-IT services. Skilled in Microsoft 365, Excel, Power BI, SQL, Al tools, and creative software, with strong abilities in communication, problem-solving, and teamwork. Eager to begin career in roles such as Process Associate, Customer Support...


  • Hyderabad, Telangana, India Garden of Eden Full time ₹ 2,40,000 - ₹ 3,00,000 per year

    Job Title: Customer Care Team LeaderIndustry: Real EstateLocation: Banjara HillsExperience in the Real Estate industry is mandatoryJob Summary:We are looking for a Customer Care Team Leader to manage and guide our customer support team, ensuring an excellent post-sales experience for clients. The role requires strong leadership, communication, and...

  • Team Leader

    3 weeks ago


    Hyderabad, India NetAmbit Full time

    Company Description NetAmbit helps businesses achieve sustainable growth by accelerating development in high-touch offline areas. We offer innovative and customized solutions in sales management, digital leads fulfillment, field audits, hiring and staffing, and call center operations. With over 20 years of experience, we partner with prestigious unicorns and...

  • Team Leader

    7 days ago


    Hyderabad, Telangana, India NetAmbit Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Company DescriptionNetAmbit helps businesses achieve sustainable growth by accelerating development in high-touch offline areas. We offer innovative and customized solutions in sales management, digital leads fulfillment, field audits, hiring and staffing, and call center operations. With over 20 years of experience, we partner with prestigious unicorns and...

  • Team leader

    1 week ago


    Hyderabad, Telangana, India Scoresoftlabsopc Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Scorelabs Is Hiring For Customer Support Team Leaders Responsible In Managing The Team of Agents Setting And Meeting Performance Targets for Accuracy, Efficiency & Quality and Monitor and Track the performance Hr Suvarna Required Candidate profileMinimum Graduation Required Should Have Minimum 1 Year of Exp required On Papers (Only Domestic ) Monitor...

  • Team Leader

    3 weeks ago


    Hyderabad, India Happy Staffers Full time

    Job Title: Team Leader – International Voice ProcessLocation: HyderabadWork Mode: Work from OfficeShift: 24*7 Rotational Shifts Job Summary:We are hiring a Team Leader – International Voice Process to manage and drive performance for an international customer support process. The ideal candidate will have strong experience in team management, escalation...

  • Team Leader

    1 week ago


    Hyderabad, Mumbai, India Taskus Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Taskus is seeking a highly skilled Team leader Remote Desktop Support Technician with a minimum of 3years of relevant experience supporting international clients. As a Team Leader Remote Desktop Support Technician, you will play a vital role in ensuring the seamless operation of our clients' IT systemsby handling team, resolving technical issues and...

  • Team Leader

    2 weeks ago


    Hyderabad, Telangana, India Happy Staffers Full time ₹ 8,00,000 per year

    Job Title: Team Leader – International Voice ProcessLocation: HyderabadWork Mode: Work from OfficeShift: 24*7 Rotational ShiftsJob Summary:We are hiring a Team Leader – International Voice Process to manage and drive performance for an international customer support process. The ideal candidate will have strong experience in team management, escalation...