Team Lead

Writer Corporation

2 - 4 years

3 - 4 Lacs

bengaluru

Posted:4 days ago| Platform:

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Skills Required

bpo team handling bpo operations attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Leader Customer Support | Job Responsibilities

Lead, supervise, and support a team of customer support representatives to ensure high service quality
Monitor daily operations, assign workloads, and manage team schedules
Coach, mentor, and motivate team members to achieve individual and team performance goals
Handle customer escalations and resolve complex or sensitive issues efficiently
Monitor calls, emails, and chats to maintain service standards and quality assurance
Track and analyze key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction
Prepare performance reports and provide insights to management
Identify training needs and implement continuous improvement initiatives
Collaborate with cross-functional teams to improve customer experience and support processes
Ensure compliance with company policies, procedures, and data protection standards

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