Team Leader Customer Support

As a Team Leader for Customer Support (Voice / Chat) based in Bangalore with rotational shifts, you will be responsible for managing a team of customer advisors handling voice and chat processes. Your role involves supervising the team, monitoring performance against KPIs, conducting coaching sessions and performance reviews, providing feedback for productivity enhancement, handling escalations, and collaborating with other teams for process improvements. Key Responsibilities: - Supervise a team of customer advisors across voice and chat channels. - Monitor and track team performance against KPIs such as AHT, CSAT, and SLA adherence. - Conduct daily huddles, coaching sessions, and performance reviews. - Provide feedback and motivation to enhance productivity and quality. - Handle escalations and ensure timely resolution of customer issues. - Collaborate with QA, training, and operations teams for process improvements. Candidate Requirements: - 2-4 years of experience in BPO / Customer Support with at least 1 year in a team handling or supervisory role. - Excellent communication skills in English and Hindi. - Strong people management and analytical skills. - Hands-on experience with MS Excel and performance tracking tools. - Ability to handle pressure and meet operational targets. In this role, you will have the opportunity to lead and grow within a high-performing environment, work with dynamic teams, and drive customer experience excellence. The company offers strong internal growth and learning opportunities. Please note that this is a full-time position that requires in-person work at the Bangalore location.,