Team Leader – Customer Support

57 minutes ago

New Delhi, 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.

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