Customer Support Team Lead

2 days ago


Bengaluru, Karnataka, India XILLIGENCE Full time ₹ 3,00,000 - ₹ 6,00,000 per year

Team Leader – Customer Support (Voice / Chat)

Location:
Bangalore (Work from Office)

Shift:
Rotational

Job Type:
Full-time

Experience:
2–5 Years

About the Role

We are seeking an experienced
Team Leader
to manage a team of customer advisors handling
voice and chat
processes.

The ideal candidate should have strong leadership skills, the ability to drive performance, and ensure consistent service quality and customer satisfaction.

Key Responsibilities

  • Lead and motivate a team of customer advisors across voice and chat channels.
  • Monitor and track team performance against KPIs such as AHT, CSAT, and SLA adherence.
  • Conduct daily huddles, provide coaching, and drive performance improvements.
  • Handle escalations and ensure timely resolution of customer issues.
  • Collaborate with QA, Training, and Operations teams for process enhancement.
  • Maintain team discipline, performance documentation, and operational compliance.

Candidate Requirements

  • 2–5 years
    of experience in
    BPO / Customer Support
    , with
    at least 1 year in a team handling or supervisory role.
  • Excellent communication skills in
    English and Hindi
    (mandatory).
  • Strong
    people management
    and
    analytical
    abilities.
  • Hands-on experience with
    MS Excel
    and performance tracking tools.
  • Ability to work under pressure and meet operational targets.
  • Immediate joiners
    and
    Bangalore-based candidates
    preferred.


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