Team Lead

AM Infoweb; Pune District; On-site; INR 450,000 - 600,000; Full time

Job summary

AM Infoweb in Pune, India, is seeking a dynamic Team Leader for Customer Support to lead, coach and mentor a team of Customer Support Executives. You will drive KPIs, SLAs, productivity, quality, CSAT and attendance, ensuring timely resolution of escalations.

The role requires graduation and at least 1 year of on-paper Team Leader experience in international voice/ BPO settings. You will coordinate with QA, Training, HR and Operations to build a high-performance culture.

Qualifications

• Minimum 1 year of on-paper Team Leader experience.
• International BPO / International Voice background.
• Graduation is Mandatory.
• Excellent communication and people management skills.

Responsibilities

• Lead, coach and mentor a team of Customer Support Executives.
• Drive KPIs, SLAs, productivity, quality, CSAT and attendance targets.
• Conduct huddles, feedback sessions and performance reviews.
• Handle customer escalations and ensure timely resolution.
• Prepare daily/weekly MIS reports.
• Coordinate with QA, Training, HR and Operations.
• Build a positive, high-performance team culture.

Skills

Team leadership

People management

Communication

Coaching

Education

Graduation

Job description

• Lead, coach and mentor a team of Customer Support Executives.
• Drive KPIs, SLAs, productivity, quality, CSAT and attendance targets.
• Conduct huddles, feedback sessions and performance reviews.
• Handle customer escalations and ensure timely resolution.
• Prepare daily/weekly MIS reports.
• Coordinate with QA, Training, HR and Operations.
• Build a positive, high-performance team culture.

Eligibility

• Minimum 1 year of on-paper Team Leader experience (Mandatory).
• International BPO / International Voice background.
• Graduation is Mandatory.
• Excellent communication and people management skills.