Customer Support Team Lead

Inspiration Manpower Consultancy; Bengaluru; Vor Ort; INR 600.000 - 700.000; Vollzeit

Zusammenfassung

Inspiration Manpower Consultancy in Bengaluru is seeking a Customer Support Team Lead to manage an International Voice process. You will lead a team, drive performance metrics, and ensure high-quality customer interactions from a US-shift schedule.

The role requires 4–7 years in BPO, strong English communication, and hands-on experience in voice and chat support. Immediate to 15 days notice is preferred; only Bangalore-based candidates may apply.

Qualifikationen

• 4–7 years of experience in BPO/call center environments.
• Must have international voice process experience.
• Available to work US shifts and onsite in Bengaluru.
• Immediate to 15 days notice period.
• Bachelor's or postgraduate degree required.

Aufgaben

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the teams vision.
• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
• Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.
• Support team members professional development by providing opportunities for training and growth.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management.
• Handle escalated customer complaints and work to resolve them quickly and effectively
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
• Coach and train team members to improve their skills and knowledge
• Conduct regular performance evaluations and provide feedback to team members
• Collaborate with cross-functional teams to develop and implement customer service initiatives
• Prepare and present regular reports on team performance to the management team.

Kenntnisse

Customer service leadership

English communication

Voice process experience

Chat & Email support

MS Excel

Team management

Analytical skills

Ausbildung

Any Graduate

Postgraduate

Tools

MS Excel

Jobbeschreibung

Type of Job- Permanent

Job Location- Bengaluru

Job Role -Customer Support Team Lead | International Voice process

Department: Customer support voice | Voice process & Chat Process

Experience: 4 to 7years Any BPO experience.

Salary: 6LPA - 7LPA

Qualification- Any Graduate and postgraduate.

Notice Period - Immediate - 15 Days max

Shifts - US Shifts

Please Note- Need to be flexible work from office all 5 Days.

Please Note- Must have International Voice process experience only.

Please Note- 1-3 years of experience as Customer Support Team Lead on role.

Please Note: Candidates Only from Bangalore can apply.

Key Responsibilities

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the teams vision.
• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively .
• Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.
• Support team members professional development by providing opportunities for training and growth.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management.
• Handle escalated customer complaints and work to resolve them quickly and effectively
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
• Coach and train team members to improve their skills and knowledge
• Conduct regular performance evaluations and provide feedback to team members
• Collaborate with cross-functional teams to develop and implement customer service initiatives
• Prepare and present regular reports on team performance to the management team.

Key Requirements

• Domain expertise in customer service processes and systems.
• Excellent English communication skills, both verbal and written.
• Strong vocabulary, articulation, and comprehension.
• Experience in voice and non-voice support (Chat & email).
• Proficiency in MS Excel for basic reporting and data management.
• Strong problem-solving attitude with attention to detail.
• Flexible to work in US shifts.

Eligibility Criteria

• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• 1-3 years of experience as Team Lead on role
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of the industry's best practices and trends for team management.
• Excellent communication, interpersonal and problem-solving skills.
• Strong leadership and organisational skills.
• Excellent analytical and decision-making.