You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed.

Location: Kolkata, India

Key Responsibilities:

Manage, inspire, and mentor a group of Customer Support Agents (CSA).
Hold regular team meetings, evaluate performance, and offer helpful criticism.
Manage escalations and challenging situations while advising and supporting CSAs.
Make sure that all CSA tasks are completed smoothly and effectively.
Keep up with periodic updates and make sure the team follows them.
Conduct briefings & process updates to the team to improve their abilities.
Handle clients requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Should make themselves approachable for CSAs.
Report any issues or challenges to the reporting manager immediately when needed.
Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.
Assisting team members in identifying trends and establishing teams goals.
Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.
Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Qualifications and Requirements:

A bachelors degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable.
Fluent in English. At least C1 level. Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
Proficiency in CS (email & chat support).
Familiarity with performance metrics for CS processes
Strong team management and leadership abilities.
Excellent interpersonal and communication abilities.
Proficiency with software and tools for CS work is a plus.
Problem-solving and analytical thinking skills.
Ability to manage delicate material and perform under pressure.
Knowledge of the moral and legal issues involved in CS work .
Decisiveness and attention to detail

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