Team Leader- Customer Support Voice
1 week ago
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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