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Uncle Delivery Express
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Team Lead - Customer Support

Team Lead - Customer Support

Uncle Delivery Express

5 - 10 years

4 - 7 Lacs

Bengaluru

Posted:1 month ago| Platform:

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Skills Required

Operational excellence Support Team Lead Customer satisfaction Analytical Customer support Bpo voice CSAT Powerpoint Logistics Performance Coach

Work Mode

Work from Office

Job Type

Full Time

Job Description

Are You The Next UDian? Were hiring! If you think your experience and expertise tick all of the boxes for a great journey at Uncle Delivery, then apply for this role right away! Job Details Job Title: Team Lead-Customer Support Location: Bengaluru Uncle Delivery is looking for a Customer Support Team Lead in Bengaluru. Are you passionate about delivering exceptional customer support and leading high-performing teams? We re looking for a Customer Support Team Lead with strong experience managing voice and chat processes on domestic platforms. Experience: 5+ years in Customer Support, including 2+ years as a Team Lead in a chat process. Key Responsibilities: 1. Lead a team of 15 20 inbound voice & chat agents, ensuring SLA and CSAT targets are met. 2.Analyze call/chat trends, drive improvement initiatives, and coordinate with city teams. 3.Handle escalations, audit performance, coach team members, and drive customer satisfaction. 4.Monitor team metrics (SLA, AHT, CSAT), maintain SOPs, rosters, and conduct regular reviews. 5.Collaborate with leadership for process improvements and operational excellence. What We re Looking For: 1.Proven experience with tools like Genesys, Zoho, Freshdesk etc. 2.Strong analytical and reporting skills (Excel, Google Sheets, PowerPoint). 3.Effective communicator in English; fluency in Kannada & Telugu is essential, Hindi is a plus. 4.Background in BPO (Voice & Non-Voice), with domestic chat process experience. 5.Candidates from the logistics sector are preferred.

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Team Lead - Customer Support