Customer support Team Leader

1 week ago

Cochin, Kerala, India Iccs Full time ₹ 3,60,000 per year

Key Responsibilities:

Team Management:

  • Supervise and lead a team of customer support executives handling inbound and outbound calls/emails/chats.
  • Allocate workloads, monitor team performance, and ensure adherence to SLAs (Service Level Agreements) and TAT (Turnaround Time).
  • Conduct daily huddles, coaching sessions, and team meetings to share updates and motivate team members.
  • Monitor call quality and ensure adherence to company communication and compliance guidelines.

Operations & Performance Management:

  • Track key metrics such as response time, resolution rate, NPS/CSAT scores, and first call resolution.
  • Analyze daily/weekly/monthly reports to identify performance gaps and implement corrective actions.
  • Manage escalations effectively and ensure quick resolution of complex customer issues.
  • Coordinate with internal departments (e.g., Operations, Risk, Compliance, or Product teams) to resolve customer issues.

Compliance & Quality Assurance:

  • Ensure all customer interactions comply with BFSI industry regulations, data security, and company policies.
  • Conduct audits and feedback sessions to maintain high service quality standards.
  • Train and guide team members on updated processes, banking products, and compliance norms.

People Development:

  • Identify training needs and coordinate skill development programs for team members.
  • Recognize and reward high performers while supporting underperforming employees through structured coaching.

Key Skills & Competencies:

  • Strong leadership and team management skills.
  • Excellent communication, interpersonal, and conflict resolution abilities.
  • In-depth understanding of BFSI operations, customer service protocols, and compliance requirements (KYC, AML, RBI, IRDA guidelines, etc.).
  • Proficiency in CRM tools, ticketing systems, and MS Office applications.
  • Analytical mindset with the ability to handle pressure and multitask effectively.

Qualifications & Experience:

  • Education: Graduate / Postgraduate in Commerce, Finance, Business Administration, or related field.
  • Experience: 6-8 years in customer support or operations, with at least 3 years i team leader role within the BFSI sector.

Working Hours:

  • Rotational shift
  • 6-day working week / rotational offs

Salary:

CTC- Upto 30K

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