Team Lead

unifyCX; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

UnifyCX is seeking a Team Lead for B2C Customer Support (voice and chat) in Hyderabad. You will manage a residential customer support team, drive performance, and ensure quality adherence. The role focuses on people management, metrics like FCR, CSAT, AHT, and service-to-sales conversion.

The ideal candidate has 4–6 years in BPO/CC, at least 1–2 years in a leadership role, and strong troubleshooting knowledge in broadband/Wi‑Fi. Flexible shifts, including night, are required.

Qualifications

• Graduate preferred
• 4–6 years of BPO / Contact Center experience (Telecom/B2C technical support preferred)
• Minimum 1–2 years as a Team Lead or SME
• Strong knowledge of broadband, Wi‑Fi, routers, connectivity, and troubleshooting
• Excellent communication, people management, and analytical skills
• Comfortable managing voice & chat operations
• Flexible to work shifts, weekends, and holidays

Responsibilities

• Lead, mentor, and support a team of CSRs handling voice and chat interactions.
• Conduct regular coaching sessions focused on troubleshooting skills, communication, and customer handling.
• Identify performance gaps and implement corrective action plans.
• Ensure achievement of team KPIs including FCR, CSAT, productivity, quality, and service-to-sales targets.
• Monitor real-time queues and ensure optimal coverage and utilization.
• Act as the first point of escalation for complex technical or customer issues.
• Support agents with advanced troubleshooting for Wi‑Fi, routers, device speed, and applications.
• Ensure proper use of knowledge base, tools, and escalation matrices.
• Ensure team adherence to quality guidelines, SOPs, and compliance requirements.
• Partner with Quality to close feedback loops and drive improvements.
• Coach agents on identifying customer needs and upsells.
• Handle customer escalations and ensure satisfactory resolutions.
• Prepare daily/weekly performance reports and participate in client calls when required.

Skills

People management

Communication

Analytical skills

Voice & chat operations

Education

Bachelor's degree preferred

Tools

CRM systems

Job description

Job Title: Team Lead (B2C Customer Support | Voice & Chat)
Location: Hyderabad
Shifts: Rotational Shift including night shifts
Employment Type: Full-Time

About Us

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Job Summary

The Team Lead – B2C Customer Support is responsible for managing a team of Technical Support Representatives handling residential customers through voice and chat. The role focuses on people management, performance delivery, customer experience, quality adherence, and business KPIs such as FCR, CSAT, AHT, and service-to-sales conversion.

Key Responsibilities

1. Team Management & Coaching

• Lead, mentor, and support a team of CSRs handling voice and chat interactions.
• Conduct regular coaching sessions focused on troubleshooting skills, communication, and customer handling.
• Identify performance gaps and implement corrective action plans.

2. Operational Performance

• Ensure achievement of team KPIs including:
  • First Call/Chat Resolution (FCR)
  • Customer Satisfaction (CSAT)
  • Productivity and adherence
  • Quality and compliance scores
  • Service-to-sales targets
• Monitor real-time queues and ensure optimal coverage and utilization.

3. Technical & Process Support

• Act as the first point of escalation for complex technical or customer issues.
• Support agents with advanced troubleshooting for Wi-Fi, router, device, speed, and application issues.
• Ensure proper use of tools, knowledge base, and escalation matrices.

4. Quality & Compliance

• Ensure team adherence to quality guidelines, SOPs, and compliance requirements.
• Partner with the Quality team to close feedback loops and drive improvement.
• Reinforce accurate documentation and CRM/ticketing standards.

5. Customer Experience & Sales Enablement

• Drive a customer-first mindset while balancing service-to-sales expectations.
• Coach agents on identifying customer needs and offering relevant upgrades or add-ons.
• Handle customer escalations and ensure satisfactory resolution.

6. Reporting & Stakeholder Communication

• Prepare daily/weekly performance reports and share insights with management.
• Participate in internal reviews, calibrations, and client calls when required.

Qualifications & Experience

• Graduate preferred
• 4–6 years of BPO / Contact Center experience (Telecom/B2C technical support preferred)
• Minimum 1–2 years as a Team Lead or SME
• Strong knowledge of broadband, Wi-Fi, routers, connectivity, and troubleshooting
• Excellent communication, people management, and analytical skills
• Comfortable managing voice & chat operations
• Flexible to work shifts, weekends, and holidays