Customer Support Team Leader

37About the Role

We are looking for an experienced Customer Support Team Lead to manage, guide, and motivate a team of customer support executives in a fast-paced BPO environment. The ideal candidate will have strong leadership skills, excellent communication abilities, and prior experience handling customer escalations and team performance.

Key Responsibilities

• Lead, supervise, and motivate a team of customer support agents.
• Monitor daily operations to ensure service-level targets (AHT, QA, CSAT, FCR) are met.
• Conduct regular team meetings, briefings, and training sessions.
• Handle customer escalations and provide quick resolutions.
• Track team attendance, discipline, and daily productivity.
• Review call audits and provide feedback for performance improvement.
• Create weekly/monthly performance reports and share with management.
• Assist in workforce planning, roster management, and shift allocation.
• Collaborate with QA and training teams to enhance service quality.
• Drive process improvements and implement best practices.

Required Skills & Qualifications

• Graduate (preferred) or equivalent work experience.
• 3–5 years of experience in customer support, with at least 1–2 years in a team lead role.
• Strong communication and interpersonal skills.
• Good understanding of BPO KPIs and call center metrics.
• Ability to handle pressure and manage team performance.
• Strong problem-solving and conflict-resolution skills.
• Comfortable working in rotational shifts (if applicable).

Key Competencies

• Leadership & Team Management
• Coaching & Mentoring
• Customer Handling & Escalation Management
• Performance Monitoring
• Time Management
• Analytical Thinking

Why Join Us

• Growth-driven work environment
• Opportunity to lead high-performing teams
• Attractive incentives for performance

Interested Candidates can apply at nancy@atiyahealthcare.com OR Whatsapp on 9773743345

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹45,000.00 per month

Work Location: In person