Customer Support Team Lead

Key Responsibilities:

1. Team Management & Supervision

Lead, motivate, and manage a team of customer support executives.

Allocate daily tasks, monitor productivity, and ensure adherence to schedules.

Conduct regular team meetings and one-on-one sessions for feedback and performance discussions.

2. Customer Service Excellence

Handle customer escalations and resolve issues efficiently.

Ensure all customer interactions are handled professionally and empathetically.

Monitor call quality and email responses to maintain service standards.

3. Performance Monitoring & Reporting

Track and analyze key performance metrics such as Revenue,No.of Calls,First call Resolution, Activation and Concern Handling.

Generate daily/weekly/monthly reports and present insights to management.

Implement corrective actions for performance improvement.

4. Training & Development

Identify skill gaps and training them to meet their KRA.

Mentor and coach new hires for faster ramp-up.

Ensure team adherence to company policies and processes.

5. Process Improvement

Suggest and implement process enhancements to improve efficiency and customer experience.

Collaborate with cross-functional teams (operations, product, technical) to resolve recurring issues.

Key Skills & Competencies:

Strong leadership and people management skills.

Excellent verbal and written communication.

Problem-solving and conflict resolution abilities.

Drive Inbound Sales.

Proficiency in CRM systems, ticketing tools, and MS Excel.

Ability to work under pressure and meet tight deadlines.

Qualifications & Experience:

Bachelors degree in any discipline.

4-6 years of experience in customer support, with at least 12 years in a supervisory or team lead role.

Experience in inbound/outbound call centers or customer service environments.