Customer Support Team Lead(Voice)

Position:

Location:

About the Role

Team Leader Customer Support

Key Responsibilities

Team Leadership & Performance Management

• Lead, mentor, and manage a team of 6 Telecallers.
• Allocate daily tasks, monitor performance, and ensure adherence to KPIs.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle escalations and ensure timely resolution.
  

Operational Coordination

• Oversee scheduling and coordination of property inspection visits between customers and site inspectors.
• Ensure the team conducts appointment confirmation calls and clarifies basic customer queries.
• Monitor follow-up calls for feedback and closure confirmation post-inspection.
• Review and maintain accuracy in trackers, call logs, and MIS reports.
  

Process & Quality Management

• Ensure excellent customer experience across all interactions handled by the team.
• Drive process compliance, TAT adherence, and escalation management.
• Collaborate closely with internal operational teams for seamless workflow.
• Identify gaps and recommend improvements in scripts, processes, and performance.
  

Candidate Requirements

• Any graduate with 3 to 8 years of experience in Customer Support / Telecalling / Coordination roles.
• Minimum 1–2 years of experience handling a team (6-member team experience preferred).
• Strong communication and people-management skills.
• English communication is mandatory (basic to moderate level).
• Multilingual ability is an added advantage.
• Strong customer-handling and coordination skills.
• Ability to multitask, manage pressure, and ensure team discipline.
• Basic computer proficiency (Excel, CRM, call tracking tools, etc.).
  

What We Offer

• Work-from-office role based in Chennai.
• Opportunity to work in a fast-growing PropTech / Valuation industry.
• Leadership exposure with scope for growth into larger operational roles.
• Skill development in team management, customer coordination, and process excellence.
• Performance-based career progression.