Team Leader / Team Lead / People management / Senior Team Lead / BPO

Team lead & Senior Team Lead

Aditya : 8884777961

The Customer Support Team Lead is responsible for guiding and supervising a team of support representatives to ensure exceptional customer service delivery. This role focuses on team performance, process optimization, issue resolution, and maintaining high service quality across all customer interactions.

Key Responsibilities

Team Leadership & Management

• Lead, coach, and support customer support representatives on a daily basis.
  
• Organize schedules, manage workload distribution, and ensure adequate coverage.
  
• Conduct team meetings, feedback sessions, and one-on-one performance check-ins.
  
• Foster a positive, high-performance culture centered around empathy and customer satisfaction.
  

Customer Service Excellence

• Ensure all customer interactions meet quality standards and SLAs.
  
• Handle escalated customer issues and provide timely resolutions.
  
• Analyze customer feedback and identify areas for service improvement.
  
• Drive customer-first practices across the team.
  

Performance Monitoring & Reporting

• Track KPIs such as response time, resolution time, CSAT, and ticket volume.
  
• Prepare weekly/monthly performance dashboards and share insights with leadership.
  
• Identify gaps and implement action plans to improve individual and team performance.
  

Training & Development

• Coach team members on communication, product knowledge, and problem-solving skills.
  
• Facilitate onboarding for new hires and conduct ongoing training sessions.
  
• Support growth plans and help develop career paths for team members.
  

Operational Management

• Ensure adherence to customer support processes, policies, and workflows.
  
• Collaborate with product, engineering, QA, and other departments to resolve customer-impacting issues.
  
• Suggest improvements to tools, scripts, and support workflows.
  
• Maintain updated knowledge of product features, updates, and policies.
  

Stakeholder & Cross-Functional Collaboration

• Act as the point of contact between the support team and senior management.
  
• Provide insights into customer trends, product issues, and process improvements.
  
• Coordinate with other teams to ensure smooth operations and customer satisfaction.
  

Qualifications

• Bachelors degree or equivalent experience (preferred).
  
• 6–10 years of experience in customer support; at least 1 year in a leadership or senior role.
  
• Strong communication and interpersonal skills.
  
• Experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom, Salesforce).
  
• Ability to analyze data and drive performance improvements.
  
• Proven ability to handle escalations and manage high-pressure situations.
  

Key Competencies

• Leadership & Coaching
  
• Customer-Centric Mindset
  
• Problem Solving
  
• Empathy & Patience
  
• Data-Driven Decision Making
  
• Communication Skills
  
• Time & Priority Management
  
• Process Optimization

Aditya @ 8884777961