Team Lead

People Staffing Solutions

3 years

0 Lacs

Hyderabad Telangana India

Posted:5 months ago| Platform:

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Skills Required

service chat support efficiency resolve coaching drive metrics analyze reports excel recruitment onboarding training scheduling compliance management

Work Mode

On-site

Job Type

Full Time

Job Description

About the Role:

Team Lead – Customer Support

Key Responsibilities:

Lead, coach, and motivate a team of 20+ support representatives to meet SLAs and quality standards.
Ensure smooth daily operations with a focus on efficiency, productivity, and customer satisfaction.
Identify, resolve, and prevent recurring issues affecting service delivery.
Deliver impactful coaching sessions and performance feedback to drive agent success.
Collaborate cross-functionally to resolve business risks and optimize the customer journey.
Monitor and optimize key metrics including Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Shrinkage, Attrition and adherence to drive continuous team improvement.
Prepare and analyze performance reports using Excel and other tools to track KPIs.
Drive continuous process improvement across customer support workflows.
Participate in recruitment, onboarding, and training of new team members.
Manage scheduling, task allocation, and adherence to compliance standards.

Qualifications:

Bachelor’s degree (or equivalent work experience).
3+ years of experience leading customer service teams in a BPO, call center, or tech support environment.
Strong background in people management, coaching, and performance development.

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