Team Lead

6 days ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Role:

We're on a mission to redefine customer care and we need your leadership Were looking for a Team Lead (Supervisor) to guide a team of Customer Service Representatives (CSRs), ensuring great service, team growth, and strong performance.

Key Responsibilities:

  • Supervise and support a team of CSRs
  • Ensure training, development, and engagement of team members
  • Monitor and improve team performance based on KPIs
  • Handle escalations and solve customer-related issues
  • Analyze reports and identify improvement areas
  • Motivate and coach team members
  • Coordinate staffing and scheduling
  • Work with other departments (HR, IT, etc.) for issue resolution
  • Join partner meetings and share insights
  • Stay up to date on partner products and promotions
  • Be a role model and promote a positive work culture

What You Need:

  • High school diploma (required); post-secondary education is a plus
  • 12 years in customer service/contact center, with at least 1 year as a Team Lead
  • Experience handling escalations
  • Basic knowledge of Google Suite (Sheets, Docs, etc.)
  • Ability to analyze and report data using spreadsheets
  • Strong time management and organizational skills
  • Comfortable working in fast-paced environments and flexible shifts (including evenings and holidays)

If Interested, please share your CV

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