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Inspiration Manpower Consultancy
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Team Lead / Team coach / People Management / Senior Team lead /

Team Lead / Team coach / People Management / Senior Team lead /

Inspiration Manpower Consultancy

2 - 7 years

5 - 11 Lacs

bengaluru

Posted:2 days ago| Platform:

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Skills Required

team management team handling customer service team coaching people management skills bpo acting team lead coaching inbound customer support shrinkage shrinkage control manager attrition leadership skills outbound customer care mentoring sla management csat voice

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Location:

Department:

Reports To:

Job Type:

Job Summary:

Customer Support Team Lead

Key Responsibilities:

Team Leadership:

Lead, motivate, and mentor a team of customer support representatives.
Monitor team performance and provide coaching and feedback.
Schedule shifts and manage workforce planning to meet service level targets.
Conduct regular 1:1s, performance reviews, and training sessions.

Customer Support Operations:

Ensure timely and accurate responses to customer inquiries via Call
Handle escalated customer issues and resolve them with empathy and efficiency.
Track and report on key performance metrics CSAT, First Response Time, Resolution Time.
Maintain a high level of product knowledge and act as a go-to expert for the team.

Process Improvement:

Identify areas for process optimization and work with leadership to implement improvements.
Collaborate with other departments to resolve cross-functional issues.
Contribute to knowledge base updates and internal documentation.

Qualifications:

Proven experience 2+ in customer support or service, with at least 1 year in a team lead or supervisory role.
Strong leadership, coaching, and interpersonal skills.
Excellent written and verbal communication.
Proficient with customer support tools and ticketing systems.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Analytical mindset with experience in interpreting support metrics and KPIs.
Empathy-driven mindset with a strong commitment to customer satisfaction.

Contact Point :

Aditya - 9686682465

Mallik - 7259027282

Deepanshu - 9900024811

Navya - 7022984418

Jaffer - 9686682466

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