Customer Support Team Lead

TP; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

TP in Hyderabad leads a dynamic international process team, overseeing agents handling international calls to ensure exemplary customer service and KPI achievement.

As a Team Leader, you will manage daily operations, schedule training, and guide performance management to meet SLAs, while coaching to reduce attrition and shrinkage. Collaboration with UK/US process teams and CSAT quality monitoring are key parts of the role.

Qualifications

• 1-5 years of experience in BPO Operations or similar industry.
• Strong understanding of AHT, Attrition, CSAT, KPIs, KRAs, People Management Skills, SLA Management.
• Excellent communication skills for effective team handling and leadership.

Responsibilities

• Manage a team of agents handling international calls, ensuring customer service and meeting KPIs.
• Oversee daily operations, including scheduling, training, and performance management to achieve SLA targets.
• Develop strategies to reduce shrinkage and attrition through coaching and people management skills.
• Collaborate with other teams to resolve issues related to UK processes and US procedures.
• Ensure CSAT quality by monitoring call recordings and providing feedback to agents.

Skills

Team leadership

People management

KPI management

SLA management

Communication

Job description

Candidate should have experience in international process as Team Leader

• Manage a team of agents handling international calls, ensuring excellent customer service and meeting KPIs.
• Oversee daily operations, including scheduling, training, and performance management to achieve SLA targets.
• Develop strategies to reduce shrinkage and attrition rates through effective coaching and people management skills.
• Collaborate with other teams to resolve complex issues related to UK processes and US procedures.
• Ensure compliance with quality standards (CSAT) by monitoring call recordings and providing feedback to agents.

Desired Candidate Profile

• 1-5 years of experience in BPO Operations or similar industry.
• Strong understanding of AHT, Attrition, CSAT, KPIs, KRAs, People Management Skills, SLA Management.
• Excellent communication skills for effective team handling and leadership.