Customer Support Team Leader

25,000 - 60,000 /month

Recruitdeck Consultants

Wagle Estate, Thane

3 - 6+ years Experience in Customer Support / TeleCaller

15 Openings

Full Time

Job Highlights

Industry Type: BPO

12th Pass and above

All genders

5 days working | Rotational Shift

Job Benefits: Insurance, PF, Medical Benefits

Job Description

Team Leader – International Customer Service (BPO)Immediate joiners- Number of open positions: 15- Location: Thane- Experience: 3+ years in handling customer service team- Shift: Rotational Shifts- Employment Type: Full-Time- Week Off: 2 rotational Week Offs- Salary: upto 60kKey Responsibilities:• Lead a team of customer service executives to deliver high-quality support via voice, chat, or email (as applicable).• Monitor and drive team performance based on key KPIs:o CSAT (Customer Satisfaction Score)o AHT (Average Handling Time)o FCR (First Call Resolution)o Service Levelo Quality Scoreso Attendance and Adherence• Analyze performance data and implement strategies to improve overall efficiency and customer satisfaction.• Provide coaching, mentoring, and feedback to team members to ensure continuous performance improvement.• Handle escalated customer issues promptly and effectively.• Conduct regular team huddles, performance reviews, and one-on-ones.• Ensure process compliance, quality assurance, and adherence to SOPs.• Collaborate with Quality, Training, and Operations teams to address knowledge or skill gaps.• Prepare and present daily/weekly/monthly performance reports to management.• Foster a positive team environment that promotes accountability and high performance.Requirements:• Proven experience as a Team Leader or Supervisor in a BPO/customer service environment.• Strong understanding of customer service KPIs including CSAT, AHT, and FCR.• Excellent communication, leadership, and interpersonal skills.• Ability to analyze reports and make data-driven decisions.• Proficient in CRM systems and MS Office tools (Excel, PowerPoint).• Flexible to work in shifts, including weekends and holidays if required.Preferred Qualifications:• HSC/Graduate in any discipline.• Experience in handling international/domestic voice/non-voice processes.• Exposure to quality frameworks and tools (e.g., Six Sigma, COPC) is an added advantage.For more information call or whatsapp on 7021267690 Share resume on kabir.shaikh@careerismconsultant.co.in

Other Details

It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 6+ years Experience.

More about this Customer Support Team Leader job

What is the eligibility criteria to apply for this Customer Support Team Leader job?
Ans: The candidate should be 12th Pass and above and above with 3 - 6+ years Experience of experience
How much salary can I expect for this job role?
Ans: You can expect a salary of ₹25000 - ₹60000 per month that depends on your interview. It's a Full Time job in Mumbai.
How many working days are there for this Customer Support Team Leader job?
Ans: This Customer Support Team Leader job will have 5 working days.
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., Recruitdeck Consultants.
Is it a work from home job?
Ans: No, it’s not a work from home job and can't be done online.
How many openings are there for this Customer Support Team Leader role?
Ans: There is an immediate opening of 15 Customer Support Team Leader at Recruitdeck Consultants
Who can apply for this job?
Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
What are the timings of this Customer Support Team Leader job?
Ans: This Customer Support Team Leader job has Rotational Shift.