Team Lead - Customer Support

As a Team Lead - Customer Support at Cyboard School, you will play a crucial role in overseeing a team of support executives and ensuring efficient daily operations. Your primary responsibility will be to lead, manage, and motivate a team of customer support agents, utilizing CRM and dialer systems to monitor their activity and productivity. In addition, you will handle escalations, track daily performance using Excel-based reports and trackers, provide regular feedback to team members, and ensure adherence to SLAs, quality standards, and KPIs. Key Responsibilities: - Lead, manage, and motivate a team of customer support agents. - Utilize CRM and dialer systems to monitor team activity and productivity. - Handle escalations and ensure timely resolution. - Track daily performance and maintain reports/trackers in Excel. - Share regular feedback and coach team members for performance improvement. - Ensure adherence to SLAs, quality standards, and KPIs. Qualifications Required: - 6 months to 1 year of people management experience in a support/customer service role. - Proficiency in CRM and dialer tools. - Good communication and escalation handling skills. - Ability to provide feedback and drive team performance. - Strong knowledge of Excel, including trackers, formulas, and pivot tables.,