Team Leader Customer Support / Contact Centre

Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Team Leader Customer Support / Contact Centre

Qualification: Any Graduate

Relevant Experience: 1+ year of experience as a team lead in BPO, Contact Centre, Customer Service, or related operations. Prior experience as a Team Leader is preferred.

Must Have Skills:

• Strong verbal and written communication skills.
  
• Experience in Inbound Voice/Customer Support operations.
  
• Good understanding of contact-centre metrics such as SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.
  
• Strong team-handling and people-management skills.
  
• Good knowledge of MS Excel and reporting.
  
• Strong problem-solving and decision-making skills.
  
• Ability to work in a fast-paced and target-driven environment.
  

Roles & Responsibilities:

• Manage day-to-day operations of a Domestic/International Customer Support process.
  
• Lead and manage a team of Customer Support Executives.
  
• Monitor team performance and ensure achievement of operational targets.
  
• Track key metrics such as SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.
  
• Conduct regular team huddles, performance reviews, and one-on-one discussions.
  
• Coach and provide feedback to team members to improve performance.
  
• Monitor attendance, adherence, productivity, and overall team performance.
  
• Identify performance gaps and implement corrective actions.
  
• Ensure adherence to company policies, client requirements, SOPs, and process guidelines.
  
• Handle customer and operational escalations and ensure timely resolution.
  
• Coordinate with Quality, Training, Workforce Management, HR, and other support functions.
  
• Prepare daily, weekly, and monthly operational reports.
  
• Drive employee engagement, productivity, performance, and retention.
  
• Support process improvement and continuous improvement initiatives.
  
• Ensure achievement of business targets and agreed service-level commitments.
  

Location: Ghansoli, Navi Mumbai

CTC: Up to 5.2 LPA

Notice Period: Immediate Joiner to 30 Days

Mode of Interview: 2 Rounds 1st Virtual, 2nd Face-to-Face

Mode of Work: Work From Office

Thanks & Regards,

Keerthana.BM
staff Analyst
Black and White Business Solutions Pvt Ltd
Bangalore,Karnataka,INDIA.
[email removed]| www.blackwhite.in |
contact : [phone removed]