Team Leader

3 weeks ago

Jaipur, India SRG Housing Finance Full time

The Customer Support Team Leader is responsible for supervising, guiding, and motivating a team of customer support representatives to deliver exceptional service. This role ensures smooth operations, high-quality customer interactions, and adherence to company policies while driving team performance to achieve set goals.

Key Responsibilities

  • Lead, manage, and support a team of customer support representatives in daily operations.
  • Monitor performance metrics (response time, resolution time, customer satisfaction, quality scores, etc.) and ensure targets are met.
  • Provide coaching, mentoring, and training to team members to improve product knowledge, communication skills, and service quality.
  • Handle escalated customer queries or complaints and resolve them effectively.
  • Conduct regular performance reviews, provide constructive feedback, and recognize achievements.
  • Ensure compliance with company policies, service standards, and regulatory requirements.
  • Prepare and present team performance reports to management.
  • Collaborate with other departments (Sales, Operations, Product, etc.) to address customer issues and improve service processes.
  • Drive initiatives to enhance customer experience and operational efficiency.
  • Foster a positive, customer-centric culture within the team.

Skills & Competencies

  • Strong leadership, coaching, and motivational skills.
  • Excellent communication and interpersonal abilities.
  • Problem-solving and conflict-resolution skills.
  • Ability to work under pressure and handle escalations professionally.
  • Analytical mindset with attention to detail.
  • Proficiency in CRM tools, call center software, and MS Office applications.
  • Strong organizational and time-management skills.

Qualifications & Experience

  • Bachelor's degree in Business Administration, Management, or a related field (preferred).
  • 3–5 years of experience in customer support, with at least 1–2 years in a supervisory/team leader role.
  • Experience in managing teams in a contact center, BPO, or customer-facing environment.
  • Proven track record of meeting or exceeding performance targets.

Key Performance Indicators (KPIs)

  • Customer Satisfaction Score (CSAT)
  • First Response Time / Resolution Time
  • Quality Audit Scores
  • Team Productivity & Efficiency
  • Employee Engagement & Retention
  • Escalation Handling Effectiveness

Job Type: Full-time

Pay: ₹300, ₹350,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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