Team Lead

Krsnaa Diagnostics; Pimpri-Chinchwad; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Krsnaa Diagnostics Ltd. is seeking an experienced Team Leader Customer Support to manage day-to-day operations and drive team performance in a fast-paced diagnostics environment.

You will coach executives, monitor KPIs, oversee inbound/outbound calls, and ensure timely resolution of queries while maintaining exceptional customer experience. This role requires 3–6 years in customer support with 1–2 years in a team-leader capacity.

Qualifications

• 3–6 years of experience in Customer Support / Call Centre / Healthcare / Diagnostics / Service Operations.
• 1–2 years in a Team Leader role.

Responsibilities

• Lead and manage a team of Customer Support Executives / Call Centre Executives.
• Monitor daily inbound and outbound calls, customer queries, complaints, and service requests.
• Drive team performance against defined KPIs such as productivity, conversion, call quality, TAT, service levels, attendance, and customer satisfaction.
• Monitor team performance and prepare daily/weekly/monthly performance reports.
• Conduct regular team briefings, coaching sessions, and performance reviews.
• Identify performance gaps and take corrective actions through coaching and training.
• Ensure proper handling and timely resolution of customer complaints and escalations.
• Monitor call quality and adherence to defined SOPs and customer service standards.
• Manage team rosters, attendance, leaves, and daily workforce requirements.
• Coordinate with Operations, Sales, Centres, and other departments for customer-related issues.
• Track leads, follow-ups, conversions, and revenue-related activities wherever applicable.
• Ensure proper usage of CRM, dialer, and other customer support tools.
• Handle escalated customer calls and provide appropriate resolutions.
• Maintain discipline, process adherence, and a positive work environment within the team.
• Support process improvement initiatives to improve customer experience and operational efficiency.

Skills

Team Management

Customer Experience

Inbound/Outbound Calls

Escalation Management

KPI Management

Call Quality Monitoring

Coaching & Training

CRM / Dialer

MIS & Reporting

Roster Management

Communication Skills

Job description

Job Title: Team Leader Customer Support

Department: Customer Support Department (CSD)

Experience: 3-6 years of experience in Customer Support / Call Centre / Healthcare / Diagnostics / Service Operations, with at least 1-2 years in a Team Leader role.

Job Summary

We are looking for an experienced Team Leader Customer Support to manage day-to-day customer support operations, drive team performance, and ensure excellent customer experience. The role involves handling inbound/outbound customer interactions, monitoring KPIs, coaching team members, and ensuring timely resolution of customer queries and complaints.

Key Responsibilities

• Lead and manage a team of Customer Support Executives / Call Centre Executives.
• Monitor daily inbound and outbound calls, customer queries, complaints, and service requests.
• Drive team performance against defined KPIs such as productivity, conversion, call quality, TAT, service levels, attendance, and customer satisfaction.
• Monitor team performance and prepare daily/weekly/monthly performance reports.
• Conduct regular team briefings, coaching sessions, and performance reviews.
• Identify performance gaps and take corrective actions through coaching and training.
• Ensure proper handling and timely resolution of customer complaints and escalations.
• Monitor call quality and adherence to defined SOPs and customer service standards.
• Manage team rosters, attendance, leaves, and daily workforce requirements.
• Coordinate with Operations, Sales, Centres, and other departments for customer-related issues.
• Track leads, follow-ups, conversions, and revenue-related activities wherever applicable.
• Ensure proper usage of CRM, dialer, and other customer support tools.
• Handle escalated customer calls and provide appropriate resolutions.
• Maintain discipline, process adherence, and a positive work environment within the team.
• Support process improvement initiatives to improve customer experience and operational efficiency.

Key Skills

• Team Management & Leadership
• Customer Service & Customer Experience
• Inbound & Outbound Calling
• Complaint & Escalation Management
• KPI & Performance ManagementCall Quality Monitoring
• Team Coaching & Training
• CRM / Dialer Management
• MIS & Reporting
• Workforce / Roster Management
• Excellent Communication & Interpersonal Skills