Team Leader- Customer Support Voice

2 days ago

Indore, Madhya Pradesh, India WM Universal Solutions Full time ₹ 3,00,000 - ₹ 6,00,000 per year

Job Title: Team Leader Customer Support (Voice Campaign)

Department: Customer Support

Location: Indore

Employment Type: Full-time

Shift: Night Shifts As per business requirement

Job Summary:

We are seeking a dynamic and experienced Team Leader to manage a voice-based customer support campaign. The ideal candidate will be responsible for leading a team of customer support executives, ensuring service excellence, and driving performance metrics in alignment with organizational goals.

Key Responsibilities:

  • Lead and manage a team of customer support agents handling voice-based queries.
  • Monitor daily operations and ensure adherence to SLAs and KPIs.
  • Conduct regular team huddles, performance reviews, and coaching sessions.
  • Handle escalations and resolve customer issues efficiently.
  • Collaborate with Workforce Management to optimize staffing and scheduling.
  • Maintain accurate reports on team performance and share insights with management.
  • Drive continuous improvement initiatives to enhance customer experience.
  • Ensure compliance with company policies and quality standards.

Required Skills & Qualifications:

  • Graduate in any discipline.
  • Minimum 23 years of experience in customer support (voice process), with at least 1 year in a team lead role.
  • Strong communication and interpersonal skills.
  • Proficiency in MS Excel and CRM tools.
  • Ability to manage and motivate a team in a fast-paced environment.
  • Problem-solving and conflict-resolution skills.

Walk-in Details:

  • Date: 28-oct-2025
  • Time: 11:30AM to 1:30PM
  • Venue: 2nd floor,WM Universal Brilliant Sapphire, Scheme 78 Indore
  • Contact Person: Tina Shirvas

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