Team Lead - Customer Support

Job Description

Job Title : Team Lead - Customer Support Qualification : Any Graduate in Experience : 4+ Years Must Have Skills : Voice Process Knowledge : Strong understanding of voice-based support processes, including inbound and outbound calls, ticketing systems, and troubleshooting. Leadership Skills : Proven experience in leading, managing, and motivating teams to meet performance targets and drive continuous improvement. Problem-Solving : Strong ability to resolve issues in a fast-paced environment and make data-driven decisions. Customer-Centric : A passion for delivering top-notch customer service and a deep understanding of customer needs. Good to Have Skills : Communication Skills : Excellent verbal and written communication skills with the ability to interact effectively with clients and team members across different regions. Role & responsibilities: 1. Team Management: Lead, motivate, and manage a team of customer support agents. Conduct regular one-on-one sessions, team meetings, and performance reviews. Set clear performance expectations and monitor team progress to ensure KPIs and SLAs are met. Foster a positive work environment and ensure high employee morale and engagement. 2. Operations Management: Oversee day-to-day operations of the customer support team, ensuring seamless process execution. Implement and monitor processes to enhance the efficiency and quality of support services. Ensure adherence to international quality standards and compliance requirements in a BPO environment. 3. Customer Experience: Ensure exceptional customer experiences through effective troubleshooting and issue resolution in voice-based support. Identify recurring issues and propose long-term solutions to improve service delivery. Address and resolve escalated customer complaints or queries promptly 4. Training and Development: Identify training needs and provide ongoing coaching to enhance the performance of team members. Conduct regular training sessions to improve product knowledge and soft skills among agents. Stay updated on new product features and industry best practices to ensure the team is well-equipped. 5. Performance Reporting and Analysis: monitor key performance metrics (KPIs) such as response time, first call resolution, and customer satisfaction. Prepare and deliver performance reports and insights to upper management. Use data analysis to identify trends, areas of improvement, and implement corrective actions as needed. 6. Collaboration: Work closely with other departments (Quality Assurance, HR, Training, etc.) to drive team success. Act as a liaison between management and the support team, ensuring clear communication and smooth operations. 7. Compliance & Quality Assurance: Ensure team members comply with company policies and procedures Implement and maintain quality assurance practices to ensure high standards of customer service. Location : Kolkata CTC Range : 7.5 lpa (lakh per annum) Notice period : Immediate - 30 Days Shift Timings : US Shift Mode of Interview : Virtual Mode of Work : WFO (work from office) Mode of Hire : Permanent Note : NA Thanks & Regards, Nisarga BK HR Staffing Analyst Black and White Business Solutions Pvt Ltd Bangalore,Karnataka,INDIA. Direct Number: 8067432421 | WhatsApp:8217833766 |nisarga@blackwhite.in | www.blackwhite.in ************************PLEASE REFER YOUR FRIENDS***********************