Customer Support Team Lead

As a Customer Service Team Lead, your primary responsibility will be to lead, coach, and mentor a team of customer service representatives to achieve performance targets. You will be required to monitor daily operations, call quality, and ensure adherence to SLAs. Effective communication and collaboration with internal and external stakeholders will be crucial in this role. Additionally, you will need to optimize funnel conversion at every stage and drive data-backed decision-making by analyzing performance metrics and generating reports. You will also be expected to drive initiatives aimed at improving customer experience, reducing friction across touchpoints, managing escalations, ensuring timely resolution, and identifying process gaps. Qualifications Required: - Minimum 4 years of call center experience, with at least 1 year in a team lead role. - Fluency in at least 3 southern Indian languages (Tamil, Telugu, Kannada, Malayalam). - Strong communication and interpersonal skills. - Proven experience in stakeholder management and cross-functional coordination. - Hands-on experience in funnel management and performance tracking. - Excellent data analysis and reporting skills (proficiency in Excel, dashboards, CRM tools). - High customer orientation and problem-solving mindset.,