Team Leader – Customer Support

Summary

Responsibilities

• Team Leadership: Direct the growth and development of a support team of 10–15 specialists, overseeing overall productivity and delivering consistent coaching and performance feedback.
  
• Performance Optimization: Pinpoint areas of underperformance and formulate targeted plans to address gaps, ensuring the team meets its goals.
  
• Metrics Monitoring: Track critical operational indicators including Service Level Agreements (SLA), quality scores, productivity rates, Average Handle Time (AHT), and customer satisfaction levels.
  
• Data-Driven Decisions: Evaluate team performance trends to leverage data insights for boosting operational efficiency.
  
• Compliance: Guarantee strict adherence to established processes and operational protocols.
  
• Quality & Development: Collaborate with Quality Assurance and Training departments to bolster team capabilities and operational effectiveness.
  
• Subject Matter Expertise: Serve as the primary resource for resolving complex process-related inquiries.
  
• Cross-Functional Collaboration: Partner with various departments to align on business goals, communicating operational hurdles and actionable insights.
  
• Project Execution: Handle ad-hoc projects and lead process improvement efforts.
  
• Innovation: Continuously seek out opportunities to elevate customer experience and operational speed, driving the implementation of new initiatives and ensuring team compliance.
  

• Possess a completed graduation degree.
  
• Have at least one year of experience in people or process management, customer support, analytics, stakeholder relations, or project management.
  
• Demonstrate mandatory proficiency in both English and Hindi.
  
• Possess Telugu language capabilities as a distinct advantage.
  
• Exhibit strong analytical thinking and problem-solving skills.
  
• Maintain a solid grasp of customer support operations and key performance indicators.
  
• Show capability to lead a team within a high-pressure, rapid-paced environment.
  
• Be fully available and adaptable to 24/7 rotational shift schedules.