Posted:1 week ago|
Platform:
Work from Office
Full Time
Team Lead/ Customer Support/ BPS Technology
Job Summary:
We are looking for a dynamic and experienced Team Lead Customer Support to manage, coach, and drive a high-performing customer support team in a fast-paced environment. The ideal candidate should have excellent leadership, communication, and analytical skills, with a proven record of achieving process targets and ensuring customer satisfaction.
Key Responsibilities:
Lead and manage a team of customer support executives to meet performance and quality benchmarks.
Monitor daily operations and ensure SLA adherence across all processes.
Drive initiatives to improve CSAT and overall customer experience.
Analyze performance reports and provide actionable insights to improve efficiency.
Conduct regular coaching, feedback, and one-on-one sessions with team members.
Manage shift schedules, attendance, and roster planning.
Handle escalations effectively and ensure timely resolution of customer issues.
Track attrition trends and implement retention and engagement strategies.
Collaborate with internal stakeholders to meet process goals and service standards.
Identify opportunities for process improvement and automation.
Key Skills / Mandatory Skill Set:
Leadership, Team Management, People Development, Coaching, Mentoring, Attrition Management, SLA Adherence, CSAT Improvement, Performance Monitoring, Quality Management, Process Optimization, Escalation Handling, Analytical Thinking, Problem Solving, Reporting & MIS, Workforce Planning, Time Management, Conflict Resolution, Communication Skills, Customer Focus, Motivation & Engagement
Qualifications & Experience:
Graduate in any discipline (Postgraduate preferred).
5 to 8 years of total experience in a customer support or BPS environment.
Minimum 3 years of experience as a Team Lead handling a team of 10 to 25 members.
Strong knowledge of customer support operations, performance metrics (AHT, CSAT, SLA, QA), and reporting.
Proficiency in MS Excel, MS PowerPoint, and CRM tools (Zendesk, Freshdesk, Salesforce, etc.).
Work Location & Shift Details:
Locations: Gurgaon (3 positions) | Hyderabad (2 positions)
Shift Window: 8:00 AM to 12:00 AM( open window)
Perks and Benefits:
Competitive salary and performance-based incentives
Health insurance and employee wellness programs
Learning and career development opportunities
Exposure to fast-paced, tech-enabled operations
Key Performance Indicators (KPIs):
Attrition Control & Employee Retention
SLA Compliance & Timely Resolution
CSAT/NPS Improvement
Quality Audit Scores
Productivity & Attendance Adherence
Cognizant
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