Team Leader

We are seeking a highly experienced and motivated Team Leader to manage our multi-channel Customer Support team. The ideal candidate will be a dynamic leader responsible for the day-to-day operations, performance, and development of a team handling inbound/outbound calls, email correspondence, and various support functions.

This role requires a proven track record in team leadership and a strong preference for candidates with prior experience or deep knowledge of the Cryptocurrency or Stock Trading/Investment industries.

Key Responsibilities

1. Team Management & Performance

2. Lead, mentor, and motivate a team of Customer Support Representatives (CSRs) across voice and non-voice channels (call, email).

3. Conduct regular one-on-one performance reviews, provide constructive feedback, and develop individual growth plans.
4. Monitor team and individual KPIs (e.g., AHT, CSAT, FCR, quality scores) to ensure service levels are met or exceeded.

5. Handle escalated customer issues and complex inquiries, providing resolution and coaching the team on best practices.

6. Operations & Resource Management

7. Manage the roster and shift scheduling to ensure optimal staffing coverage for all operational hours across all channels.

8. Oversee data management and reporting related to customer interactions, team performance, and operational efficiency.
9. Ensure strict adherence to company policies, industry regulations, and quality standards.

10. Proactively identify and address potential operational bottlenecks or resource gaps.

11. Quality, Training & Development

12. Conduct regular auditing of customer interactions (calls and emails) to maintain high-quality service standards.

13. Design and implement regular training and refresher courses for the existing team on product updates, process changes, and soft skills.
14. Execute comprehensive training and onboarding for new joiners, ensuring they are prepared to meet performance targets quickly.

15. Collaborate with the Quality Assurance and Training departments to refine training materials and quality rubrics.

16. TL-Related Tasks & Strategic Input

17. Act as the primary point of contact and communication hub between the frontline team and upper management.

18. Contribute to the continuous improvement of customer service processes, tools, and documentation.
19. Manage administrative tasks related to team management, such as roaster leave approvals, and disciplinary actions.

Qualifications & Requirements

• Experience: A minimum of 3 years of proven experience as a Team Leader or Supervisor directly managing a Customer Support/Service team.

• Industry Knowledge (Preferred): Demonstrated knowledge and understanding of the Cryptocurrency, Blockchain technology, Stock Trading, and/or Investment/Financial Services industries is strongly preferred.

• Skill Set:

• Exceptional leadership, coaching, and people management skills.
• Excellent verbal and written communication skills (English is mandatory).
• Proficiency in managing multi-channel support operations (Voice, Email).
• Strong analytical skills with the ability to interpret data and create performance reports.
• Expertise in roster management and workforce planning/scheduling.
• Familiarity with CRM software (e.g., Salesforce, Zendesk) and quality monitoring tools.
• Education: Bachelor's degree in Business, Communications, Finance, or a related field is desirable.

What We Offer

• Competitive salary and performance-based incentives.
• Opportunity to work in a fast-paced, high-growth industry (Crypto/Stocks).
• Comprehensive health and wellness benefits.
• A collaborative and supportive work environment.

Job Types: Full-time, Permanent

Pay: ₹40, ₹45,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person