Customer Support Team Lead
2 days ago
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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