Team Lead

Job Description – Team Leader (Customer Support)

Position: Team Leader – Customer Support

Location: Hyderabad

CTC: ₹6.0 LPA to ₹6.5 LPA

Shift: Rotational Shifts

Joining: Immediate Joiners Preferred

Industry: Customer Support / BPO / Contact Center

Role Overview

We are looking for an experienced and dynamic Team Leader to lead and manage a team of customer support associates. The ideal candidate should have strong people management skills, a customer-centric approach, and the ability to drive team performance while ensuring service excellence.

Key Responsibilities

• Manage and lead a team of Customer Support Executives.
• Monitor team performance and ensure achievement of key operational metrics.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Handle escalations and provide timely resolutions to customer concerns.
• Ensure adherence to quality standards, compliance requirements, and company policies.
• Analyze team performance reports and implement improvement plans.
• Motivate and mentor team members to enhance productivity and engagement.
• Coordinate with internal stakeholders to ensure smooth process execution.
• Drive customer satisfaction and continuous process improvement initiatives.

Eligibility Criteria

• Minimum 1+ years of experience as a Team Leader in a Customer Support / BPO environment.
• Strong communication and leadership skills.
• Experience in managing team performance, coaching, and escalation handling.
• Ability to work in rotational shifts.
• Graduation preferred; relevant experience is mandatory.
• Immediate joiners will be given preference.

Required Skills

• Team Management
• People Leadership
• Performance Management
• Customer Service Excellence
• Escalation Handling
• Reporting & MIS
• Problem-Solving
• Stakeholder Management

Benefits

• Competitive salary package (₹6.0 LPA – ₹6.5 LPA)
• Career growth opportunities
• Dynamic work environment
• Employee engagement and learning opportunities

Preferred: Candidates currently working in Customer Support/BPO operations with hands-on team handling experience and available to join immediately.

for more information reach out to HR - Neha

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