Customer Support Lead

TP; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

TP Hyderabad is seeking an experienced Customer Support Team Lead to manage a dynamic support group and drive SLA performance. You will coach daily, run briefings, and evaluate performance to boost agent skills and productivity.

You will monitor KPIs such as AHT, CSAT, TAT, attrition, and rostering compliance, collaborating with sales and other departments to resolve complex issues and sustain high customer satisfaction.

Responsibilities

• Manage customer support team to achieve SLA targets, ensuring timely resolution of customer queries and issues.
• Conduct daily briefings, coaching sessions, and performance evaluations to improve team members' skills and productivity.
• Identify areas for improvement and implement strategies to reduce shrinkage rates through effective people management skills.
• Monitor KPIs such as AHT, CSAT, TAT, attrition rate, and rostering compliance to ensure optimal operations efficiency.
• Collaborate with other departments (e.g., sales) to resolve complex customer complaints and maintain high levels of customer satisfaction.

Job description

Roles and Responsibilities

• Manage customer support team to achieve SLA targets, ensuring timely resolution of customer queries and issues.
• Conduct daily briefings, coaching sessions, and performance evaluations to improve team members' skills and productivity.
• Identify areas for improvement and implement strategies to reduce shrinkage rates through effective people management skills.
• Monitor KPIs such as AHT, CSAT, TAT, attrition rate, and rostering compliance to ensure optimal operations efficiency.
• Collaborate with other departments (e.g., sales) to resolve complex customer complaints and maintain high levels of customer satisfaction.