Customer Support Team Lead

Inspiration Manpower Consultancy; Gandhinagar, Coimbatore District; On-site; INR 700,000 - 900,000; Full time

Job summary

Inspiration Manpower Consultancy is seeking a Customer Support Team Lead (International Voice) to lead a US-shifted team in Coimbatore and Gandhinagar. The role demands 6–8 years of BPO leadership experience, excellent English, and strong customer service skills. You will drive performance, coaching, and process improvements in a fast-paced customer support environment.

The position is permanent and office-based, with immediate availability preferred and flexibility to work five days a week.

Qualifications

• Minimum 6–8 years of customer support leadership experience, preferably in BPO.
• Excellent English communication skills, both written and spoken.
• Experience in international voice processes and US shift support.

Responsibilities

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team's 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 training and growth opportunities.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to meet 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 management team.

Skills

Team leadership

English communication

Voice process

MS Excel

Problem solving

Interpersonal skills

Education

Any Graduate

Postgraduate

Tools

MS Excel

Job description

Type of Job- Permanent

Job Location- Coimbatore & Gandhinagar

Job Role -Customer Support Team Lead | International Voice process

Department: Customer support voice

Experience: 6 to 8years Any BPO experience.

Salary: 7LPA - 9LPA

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 Excellent Communication and International Voice process experience only.

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

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 support
• 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.
• 1-2 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.