Team Lead

TP; Hyderabad; On-site; INR 630,000 - 770,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Exposure to global clientele

Job summary

TP in Hyderabad, India seeks a driven Team Leader for Customer Support / Technical Support in a fast-paced BPO. The role oversees a team, drives performance, and ensures service quality while meeting KPIs. Rotational US shifts and immediate joiners are part of the package.

You will coach teams, monitor metrics, handle escalations, and collaborate across departments to improve processes and customer experience. This is a growth-focused, target-driven environment.

Qualifications

• Graduation is mandatory.
• 2-5 years of experience in BPO Customer Support/Technical Support.
• At least 1 year of experience as a Team Leader.
• Strong knowledge of contact center metrics and people management.
• Excellent communication, coaching, and stakeholder management skills.
• Ability to work in rotational US shifts.
• Immediate to 15 days joiners preferred.

Responsibilities

• Lead, motivate, and manage a team of customer support/technical support executives.
• Monitor daily team performance against KPIs, SLAs, CSAT, AHT, Quality, and Productivity metrics.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Handle customer escalations and ensure timely resolution.
• Identify training needs and support team development initiatives.
• Prepare and maintain performance reports and dashboards.
• Collaborate with internal stakeholders to improve operational efficiency.
• Drive employee engagement and retention within the team.
• Ensure adherence to company policies, processes, and compliance requirements.

Skills

Team Management

Customer Service Operations

Technical Support Operations

Performance Management

Quality & Process Improvement

Reporting & MIS

Coaching & Mentoring

Education

Graduation mandatory

Job description

Job Description – Team Leader | Customer Support / Technical Support (BPO)/ Telecom

Position: Team Leader – Customer Support / Technical Support

Shift: Rotational Shifts (US Shifts)

CTC: Up to ₹7 LPA

Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced and dynamic Team Leader to manage a team of Customer Support/Technical Support Associates in a fast-paced BPO environment. The ideal candidate will be responsible for driving team performance, ensuring service quality, achieving operational targets, and delivering an exceptional customer experience.

Key Responsibilities

• Lead, motivate, and manage a team of customer support/technical support executives.
• Monitor daily team performance against KPIs, SLAs, CSAT, AHT, Quality, and Productivity metrics.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Handle customer escalations and ensure timely resolution.
• Identify training needs and support team development initiatives.
• Prepare and maintain performance reports and dashboards.
• Collaborate with internal stakeholders to improve operational efficiency.
• Drive employee engagement and retention within the team.
• Ensure adherence to company policies, processes, and compliance requirements.

Eligibility Criteria

• Graduation mandatory.
• Minimum 2-5 years of experience in BPO Customer Support/Technical Support.
• Minimum 1 year of experience as a Team Leader handling teams.
• Strong knowledge of contact center metrics and people management.
• Excellent communication, coaching, and stakeholder management skills.
• Ability to work in rotational US shifts.
• Immediate to 15 days joiners preferred.

Required Skills

• Team Management
• Customer Service Operations
• Technical Support Operations
• Performance Management
• Quality & Process Improvement
• Reporting & MIS
• Coaching & Mentoring

What We Offer

• Competitive salary up to ₹7 LPA
• Growth-oriented work environment
• Exposure to global clientele

Location: Hyderabad | Shift: Rotational US Shifts | CTC: Up to ₹7 LPA | Immediate Joiners Preferred