Customer Support Team Lead/Assistant Manager

Jobitus; Pune District; On-site; INR 670,000 - 1,004,000; Full time

Job summary

Jobitus is seeking an experienced Team Lead to manage Inbound and Outbound Email & Chat operations, driving sales performance and ensuring service excellence. You will oversee a team, monitor KPIs, and coordinate with Quality and Operations for continuous improvement.

The role requires strong leadership, communication, and problem-solving abilities, with a focus on achieving targets in a fast-paced environment.

Qualifications

• Minimum 2+ years of experience as a Team Leader in BPO, Customer Support, Sales, Email, or Chat processes.
• Strong team handling and people management skills.
• Proven ability to drive sales and achieve targets.
• Excellent communication, coaching, and problem-solving abilities.
• Good knowledge of MS Excel, CRM tools, and performance reporting.

Responsibilities

• Lead, coach, and motivate a team of Email & Chat Executives.
• Monitor attendance, productivity, and adherence to process guidelines; conduct regular performance reviews.
• Drive team sales performance and achieve monthly targets; monitor conversion rates and upsell/cross-sell opportunities.
• Ensure timely resolution of customer queries within SLAs and maintain high customer experience standards.
• Prepare and share performance reports; analyze data to identify gaps and implement improvements.

Skills

Team Leadership

People Management

Sales Target Achievement

Communication Skills

MS Excel

CRM Tools

Tools

CRM tools

Job description

Job Summary

We are looking for an experienced Team Lead to manage Inbound and Outbound Email & Chat operations for the process. The candidate will be responsible for driving sales performance, managing team productivity, ensuring service excellence, and achieving business targets.

Key Responsibilities

Team Management

• Lead, coach, and motivate a team of Email & Chat Executives.
• Monitor attendance, productivity, and adherence to process guidelines.
• Conduct regular performance reviews, feedback sessions, and team huddles.
• Handle customer and process escalations effectively.

Sales & Target Achievement

• Drive team sales performance and ensure achievement of monthly targets.
• Monitor conversion rates and implement strategies to improve results.
• Promote upselling and cross-selling opportunities through customer interactions.
• Track and report daily, weekly, and monthly sales performance.

Operations & Quality

• Ensure timely resolution of customer queries within defined SLAs.
• Maintain high standards of customer experience and communication quality.
• Monitor KPIs including Productivity, Quality, CSAT, and Revenue.
• Coordinate with Quality, Training, and Operations teams for continuous improvement.

Reporting & Process Improvement

• Prepare and share performance reports with management.
• Analyze team performance data and implement corrective action plans.
• Identify process gaps and recommend improvements to enhance efficiency and results.
  

Required Skills

• Minimum 2+ years of experience as a Team Leader in BPO, Customer Support, Sales, Email, or Chat processes.
• Strong team handling and people management skills.
• Proven ability to drive sales and achieve targets.
• Excellent communication, coaching, and problem-solving abilities.
• Good knowledge of MS Excel, CRM tools, and performance reporting.
• Ability to work in a fast-paced, target-driven environment.

Preferred Profile

• Experience in Financial Services, FinTech, Credit Card, Loan, or Credit-related processes is preferred.
• Strong leadership mindset with a focus on customer satisfaction and business growth.