Customer Support Team Lead
Customer Support Team Lead
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4-5years
6 - 6
1 Vacancy
Job Description
Job Description: Customer Support Team Lead
Key Responsibilities:
- Manage and supervise the customer support team setting clear performance objectives and providing guidance.
- Foster a collaborative and positive team environment.
- Handle escalated customer issues and ensure timely resolutions.
- Maintain a customerfirst approach to deliver highquality service.
- Track and monitor team performance against key metrics including call quality response times and customer satisfaction.
- Regularly analyze KPIs to identify trends and implement improvements.
- Document and analyze quality metrics ensuring adherence to standards.
- Drive continuous training and performance enhancement initiatives.
- Collaborate with stakeholders to identify process bottlenecks and recommend actionable solutions.
- Enhance customer support tools and workflows for optimal efficiency.
Qualifications and Skills Required:
- A minimum of 4 years of proven experience managing a customer support team.
- Prior experience in international call handling is a strong advantage.
- Exceptional communication skills in English.
- Proficiency in at least one local language (Hindi Urdu Bengali) is mandatory.
- Proficiency in CRM tools and customer support software.
- Strong analytical skills for performance tracking and reporting.
- Demonstrated ability to lead mentor and motivate teams.
- Excellent decisionmaking and problemsolving skills.
Candidates must have experience in handling calls in a professional environment.
Employment Type
Full Time
