Customer Support Team Lead

Roles and Responsibilities :

• Lead a team of customer support agents to ensure excellent inbound call handling and resolution.
• Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, SLA, and KRA to optimize processes and improve customer satisfaction.
• Develop and implement effective training programs to enhance agent skills in inbound voice processing, customer handling, and escalation procedures.
• Collaborate with other teams to resolve complex issues that require coordination across multiple departments.

Job Requirements :

• 4-15 years of experience in BPO voice industry with expertise in inbound customer service.
• 1 Year On paper Team Leader/AM/Manager/Team manager Experience is required  with Mncs.
• Strong understanding of inbound process, including calling scripts, FAQs, and troubleshooting techniques.
• Excellent communication skills for effective interaction with customers over phone calls.
• Ability to manage a team effectively by setting goals, monitoring progress, and providing feedback.