T
Tech Tales Accelerantz
Team Lead
Skills
Customer SupportProcess ImprovementCompliance
2 months ago
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Important information
Contract type:
Permanent
Salary:
₹100,000 – ₹300,000 / year
Location:
Chennai, Tamil Nadu, India
Work mode:
Onsite
Published on:
7 September 2026
What they need
- Job Summary
- We are seeking a dynamic and result-oriented Team Leader to lead a team of Customer Support Executives. The ideal candidate should have strong leadership skills, experience in BPO operations, and a passion for driving team performance while ensuring excellent customer service.
- Key Responsibilities
- Lead, mentor, and motivate a team of Customer Support Executives to achieve performance targets.
- Monitor daily team performance, attendance, productivity, and adherence.
- Ensure the team meets KPIs such as SLA, AHT, CSAT, Quality, and Productivity.
- Conduct regular coaching sessions, feedback discussions, and performance reviews.
- Handle customer escalations and ensure timely issue resolution.
- Prepare daily, weekly, and monthly MIS reports.
- Coordinate with Quality, Training, and Workforce Management teams to improve performance.
- Drive employee engagement and maintain high team morale.
- Ensure compliance with company policies and process guidelines.
- Identify process improvement opportunities to enhance customer experience and operational efficiency.
- Eligibility Criteria
- Bachelor's degree in any discipline.
- 2–5 years of BPO experience with at least 1 year of experience as a Team Leader.
- Strong leadership, coaching, and people management skills.
- Excellent verbal and written communication skills.
- Experience in handling customer escalations and conflict resolution.
- Good knowledge of MS Excel, MS Office, and MIS reporting.
- Ability to analyze performance metrics and implement improvement plans.
- Willingness to work in rotational shifts in a fast-paced environment.
- Preferred Skills
- Strong problem-solving and decision-making abilities.
- Team management and stakeholder coordination.
- Customer-focused mindset.
- Excellent organizational and time management skills
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