Aptean - Team Lead - Customer Support

Team Lead - Customer Support

Responsibilities

• Lead and manage a team of customer support representatives

  , providing guidance, coaching, and support as needed.

• Monitor key performance metrics

  related to customer support activities, such as response times, resolution rates, and customer satisfaction scores.

• Maintain call and email quality above 90%

  and ensure emails are responded to within 24 hours.

• Drive Customer Satisfaction (CSAT)

  by ensuring a rating above 4/5 or 8/10 for both answered calls and emails.

• Manage team productivity

  by maintaining an average talk time of 6 hours per day per agent.
• Ensure the team answers a minimum of

  120 calls per day or achieves 6 hours of talk time

  .

• Handle escalated customer concerns and complaints

  , demonstrating empathy and professionalism in every interaction.
• Monitor customer interactions to ensure quality standards are met and maintained.

• Analyze customer support metrics and KPIs

  to track performance and identify trends.
• Utilize analytical skills to identify trends, areas for improvement, and implement strategies to enhance team performance.

• Lead and motivate the team

  to achieve set targets within specified timelines.

Qualifications & Skills

• Minimum

  3 years of experience in customer service

  , with at least

  1-2 years in a leadership role

  .
• Prior experience in

  Customer Support is required

  , with a preference for candidates with experience in the

  D2C industry

  .

• Excellent command over English and Hindi languages

  .

• Strong analytical skills

  with the ability to interpret data and make informed decisions.

• Proficiency in Excel and Google Sheets

  for data analysis and reporting purposes.
• Exceptional

  problem-solving abilities

  and the capacity to handle challenging situations.
• Proven

  leadership qualities

  with the ability to inspire and motivate team members.
• Ability to work effectively under pressure and meet tight deadlines.