Team Leader – Customer Support
2 days ago
Team Leader – Customer Support (Voice / Chat
Location: Bangalore
Shift: Rotational
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 proven leadership skills, the ability to drive performance, and ensure consistent service quality and customer satisfaction.
Key Responsibilities
- Supervise a team of customer advisors across voice and chat channels.
- Monitor and track team performance against KPIs (AHT, CSAT, SLA adherence, etc.).
- Conduct daily huddles, coaching sessions, and performance reviews.
- Provide feedback and motivation to enhance productivity and quality.
- Handle escalations and ensure timely resolution of customer issues.
- Collaborate with QA, training, and operations teams for process improvements.
Candidate Requirements
- 2–4 years of experience in BPO / Customer Support with at least 1 year in a team handling or supervisory role.
- Excellent communication in English and Hindi.
- Strong people management and analytical skills.
- Hands-on experience with MS Excel and performance tracking tools.
- Ability to handle pressure and meet operational targets.
Why Join Us
- Opportunity to lead and grow within a high-performing environment.
- Work with dynamic teams and drive customer experience excellence.
- Strong internal growth and learning opportunities.
Job Type: Full-time
Work Location: In person
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