Team Lead - Customer Support

We are seeking a dedicated and experienced Team Lead - Customer Support to oversee our customer service operations in Maharashtra. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring high levels of customer satisfaction, and achieving key performance indicators (KPIs). This role requires strong leadership skills, the ability to handle team dynamics, and a focus on operational efficiency.

Key Responsibilities:

• Lead and manage a team of customer support agents, providing guidance and support to ensure they meet performance targets.
• Monitor team performance metrics, including shrinkage and attrition rates, and implement strategies to improve these metrics.
• Develop and maintain KPIs to measure team effectiveness and customer satisfaction (CSAT).
• Collaborate with other departments to enhance the customer experience and streamline operations.
• Conduct regular training sessions and performance reviews to foster team development and growth.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
• Analyze customer feedback and operational data to identify areas for improvement.

Required Skills:

• Proven experience in a team lead or supervisory role within a customer support environment.
• Strong understanding of BPO operations and customer service best practices.
• Excellent communication and interpersonal skills.
• Ability to motivate and inspire a team to achieve high performance.
• Proficient in using customer support software and tools.
• Strong analytical skills to assess performance metrics and implement improvements.

If you are passionate about leading teams and enhancing customer experiences, we encourage you to apply for this exciting opportunity.