Customer support Team Leader

Key Responsibilities:

Team Management:

• Supervise and lead a team of customer support executives handling inbound and outbound calls/emails/chats.
  
• Allocate workloads, monitor team performance, and ensure adherence to SLAs (Service Level Agreements) and TAT (Turnaround Time).
  
• Conduct daily huddles, coaching sessions, and team meetings to share updates and motivate team members.
  
• Monitor call quality and ensure adherence to company communication and compliance guidelines.
  

Operations & Performance Management:

• Track key metrics such as response time, resolution rate, NPS/CSAT scores, and first call resolution.
  
• Analyze daily/weekly/monthly reports to identify performance gaps and implement corrective actions.
  
• Manage escalations effectively and ensure quick resolution of complex customer issues.
  
• Coordinate with internal departments (e.g., Operations, Risk, Compliance, or Product teams) to resolve customer issues.
  

Compliance & Quality Assurance:

• Ensure all customer interactions comply with BFSI industry regulations, data security, and company policies.
  
• Conduct audits and feedback sessions to maintain high service quality standards.
  
• Train and guide team members on updated processes, banking products, and compliance norms.
  

People Development:

• Identify training needs and coordinate skill development programs for team members.
  
• Recognize and reward high performers while supporting underperforming employees through structured coaching.
  

Key Skills & Competencies:

• Strong leadership and team management skills.
  
• Excellent communication, interpersonal, and conflict resolution abilities.
  
• In-depth understanding of BFSI operations, customer service protocols, and compliance requirements (KYC, AML, RBI, IRDA guidelines, etc.).
  
• Proficiency in CRM tools, ticketing systems, and MS Office applications.
  
• Analytical mindset with the ability to handle pressure and multitask effectively.
  

Qualifications & Experience:

• Education:

  Graduate / Postgraduate in Commerce, Finance, Business Administration, or related field.

• Experience:

  6-8 years in customer support or operations, with at least 3 years i team leader role within the BFSI sector.

Working Hours:

• Rotational shift
  
• 6-day working week / rotational offs
  

Salary:

CTC- Upto 30K