Customer Support Bpo Team Leader

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

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.