Customer Support Team Lead

7 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time US$ 8,00,000 - US$ 12,50,000
Job Description

We are seeking an experienced leader to head our US-based Support & Resolution Centre (SRC). The ideal candidate will lead a team of specialists, manage escalations, and drive quality to deliver world-class customer support.

The successful candidate will have a proven track record of building high-performing teams and streamlining processes. They will be responsible for leading daily team briefings, ensuring business continuity, and managing workforce scheduling.

In addition, the candidate will be expected to champion operational excellence by identifying process improvements and leading strategic change execution. They will also be responsible for delivering strategic insights through weekly report analysis and distribution.

Key Responsibilities:
  • Team Leadership & People Management: Lead and mentor a team of specialists, fostering high performance.
  • Operations & Escalation Handling: Oversee the resolution of complex customer issues by managing all escalated cases.
  • Quality, Process, & Performance Improvement: Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards.
  • Reporting & Cross-Functional Collaboration: Deliver strategic insights through weekly ARC Sales Report analysis and distribution.

Requirements

A seasoned people leader with over 3-4 years of hands-on experience, successfully managing teams in fast-paced contact centre environments. A background in the travel sector is a plus.

A data-driven strategist who measures, analyses, and optimizes performance, using data to inform every decision.

Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the 'why' behind every metric and turn insights into action.

Agile and results-focused, thriving in fast-moving environments and consistently driving towards key business results.

A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and industry best practices.

Skills and Qualifications
  • Proven leadership skills with a track record of building high-performing teams.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Ability to work effectively in a fast-paced environment.
  • Experience working with data analytics tools.

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