Customer Support Lead

As a Customer Support Lead, your role involves managing the overall performance of a team of customer service representatives. You will be responsible for day-to-day team management in accordance with requirements and SLAs. Your key responsibilities will include: - Providing high quality agent coaching to ensure proper understanding of products and services, compliance in client's policies, and delivery of the best customer service. - Offering exceptional people management, mentorship, and career development to members of your team to achieve low attrition levels and high employee engagement. - Ensuring that operations run as efficiently as possible, providing a smooth and efficient service that meets the expectations and needs of internal stakeholders and the client. - Leveraging service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive the achievement of stated goals. - Performing quality controls and monitoring production KPIs, preparing reports, and analyzing data. Qualifications Required: - Bachelor's Degree Additional Information: - Industry Type: ITES/BPO/KPO - Functional Area: ITES/BPO/Customer Service - Employment Type: Full Time, Permanent Key Skills: - INTERNATIONAL VOICE PROCESS Please note the Job Code: GO/JC/1471/2025 and the Recruiter Name: Ramya V.,