Customer Support Team Lead

Ghrs Training; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Ghrs Training in Bengaluru, India is seeking an experienced BPO supervisor to lead a team of customer support agents focused on inbound call handling and resolution.

This role emphasizes monitoring KPIs such as AHT, CSAT, SLA, and KRA, and developing training programs to enhance agent skills, improve customer handling, and coordinate across departments. Strong communication and coaching abilities are essential to drive performance.

Qualifications

• 4-15 years of experience in BPO voice industry with expertise in inbound customer service.
• 1 year team leadership/AM/Manager/Team Manager experience with MNCs.
• Strong understanding of inbound process, including calling scripts, FAQs, and troubleshooting techniques.
• Excellent communication skills for effective interaction with customers over phone calls.

Responsibilities

• Lead a team of customer support agents to ensure inbound call handling and resolution.
• Monitor KPIs such as AHT, CSAT, SLA, and KRA to optimize processes and improve customer satisfaction.
• Develop and implement training programs to enhance agent skills in inbound voice processing and escalation procedures.
• Collaborate with other teams to resolve complex issues across departments.

Skills

Inbound call handling

Team leadership

KPI monitoring

Customer service

Communication skills

Job description

Roles and Responsibilities:

• Lead a team of customer support agents to ensure excellent inbound call handling and resolution.
• Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, SLA, and KRA to optimize processes and improve customer satisfaction.
• Develop and implement effective training programs to enhance agent skills in inbound voice processing, customer handling, and escalation procedures.
• Collaborate with other teams to resolve complex issues that require coordination across multiple departments.

Job Requirements:

• 4-15 years of experience in BPO voice industry with expertise in inbound customer service.
• 1 Year On paper Team Leader/AM/Manager/Team manager Experience is required with Mncs.
• Strong understanding of inbound process, including calling scripts, FAQs, and troubleshooting techniques.
• Excellent communication skills for effective interaction with customers over phone calls.
• Ability to manage a team effectively by setting goals, monitoring progress, and providing feedback.