Customer Support Team Leader

We are looking for a Customer Support Team Leader to join our team at Grassroots Bpo Private Limited. The role offers ₹19000 - ₹25000 and involves managing customer calls, delivering outstanding customer service related to . Join us for a great work environment with various opportunities for career growth.

Key Responsibilities:

• Manage incoming and outgoing calls in a professional manner.

• Respond to customer inquiries, complaints and concerns with a problem-solving mindset.

• Log customer interactions and track follow-ups.

• Offer timely and relevant solutions to resolve customer issues.

• Collaborate with team members to escalate and address more complex concerns.

• Meet key performance metrics including call handling time, customer satisfaction and resolution rates.

Job Requirements:

The minimum qualification for this role is below 10th and 1 - 2 years of experience. The role involves resolving customer complaints, providing right information and escalating complex problems to the relevant department when needed. Candidates must be open to a 6 days working week during the Rotational shift.

Key Responsibilities

Team Management & Performance

• Supervise, coach, and mentor a team of call centre agents to achieve performance targets.

• Monitor and analyse team performance metrics (AHT, FCR, CSAT, etc.) and take proactive measures to improve results.

• Conduct regular team huddles, training sessions, and feedback meetings to enhance skills and motivation.

Operations & Workflow Management

• Ensure adherence to SOPs, scripts, and quality standards for customer interactions.

• Manage real-time call volume, allocate tasks efficiently, and handle escalations.

• Collaborate with the workforce management team for optimal staffing and scheduling.

Customer Experience & Service Excellence

• Drive a customer-first culture, ensuring all queries are resolved professionally and efficiently.

• Identify service gaps and recommend process improvements to enhance customer satisfaction.

• Handle complex customer complaints and escalations, ensuring quick resolutions.

Reporting & Insights

• Prepare daily, weekly, and monthly reports on team performance, call quality, and key metrics.

• Analyse trends and provide insights to optimise call centre processes and customer engagement.

Collaboration & Communication

• Work closely with internal teams to align service strategies.

• Communicate updates, policy changes, and best practices to the team effectively.

Key Requirements

Qualifications & Experience

• Bachelor's degree in Business Administration, Communications, or a related field.

• 3+ years of experience in a call centre environment, with at least 1 year in a leadership role.

• Strong knowledge of call centre KPIs, processes, and CRM software.

Skills & Competencies

• Excellent leadership, coaching, and team management skills.

• Strong problem-solving abilities and decision-making skills.

• Exceptional communication and interpersonal skills.

• Ability to work in a fast-paced and target-driven environment.

• Proficiency in Microsoft Office (Excel, PowerPoint) and call centre software.

Preferred Qualifications

• Experience in customer service, telesales, or technical support.

• Knowledge of industry best practices in customer engagement.

• Familiarity with AI-driven customer support tools and chatbots.

Compensation & Benefits

• Competitive salary and performance-based incentives.

• Career growth opportunities within the organisation.

• Health insurance and wellness benefits.

• Learning & development programs.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.

More about this Customer Support Team Leader job

1. What is the eligibility criteria to apply for this Customer Support Team Leader job?
   Ans: The candidate should be All Education levels and above with 1 - 2 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹19000 - ₹25000 per month that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this Customer Support Team Leader job?
   Ans: This Customer Support Team Leader job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Support Team Leader job?
   Ans: No, there is no fee applicable for applying this Customer Support Team Leader job and during the employment with the company, i.e., GRASSROOTS BPO PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Support Team Leader role?
   Ans: There is an immediate opening of 3 Customer Support Team Leader at GRASSROOTS BPO PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Support Team Leader job?
   Ans: This Customer Support Team Leader job has Rotational Shift.