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Team Leader - Inbound Customer Support

Team Leader - Inbound Customer Support

1point1

2 - 5 years

2 - 5 Lacs

Bengaluru Karnataka India

Posted:11 hours ago| Platform: Foundit logo

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Skills Required

inbound support Team coaching KPI tracking escalation handling process improvement shrinkage control Inbound Customer Support

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Minimum 1 year of experience as a Team Leader in voice-based inbound customer support
Lead, motivate, coach, and counsel Customer Relations Executives (CREs) to meet KPIs and SLAs
Collaborate with internal departments to resolve CRE and customer concerns effectively
Enforce compliance with security and data protection standards
Drive process improvements to increase operational efficiency
Identify problems proactively and recommend effective solutions
Maintain team rapport and strong employee engagement
Provide structured handholding and support to new CREs for better retention
Monitor and coach CREs through call listening and performance feedback
Handle customer escalations and ensure prompt resolution
Manage shift rosters and minimize shrinkage
Ensure adherence to login hours and other KPIs by CREs
Escalate process-related issues such as system downtime or connectivity failures
Conduct daily briefings to update the team on new product or process changes
Ensure quality, accuracy, and turnaround standards are consistently met
Demonstrate industry and domain knowledge, customer focus, and strong communication skills
Analyze trends and provide early solutions to emerging issues
Make quick, informed decisions in response to operational challenges

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Team Leader - Inbound Customer Support