Team Lead - Bengaluru

TP; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

TP in Bengaluru, India, seeks a Customer Service Team Lead to guide a team of agents and safeguard service quality. You will design training programs, coach staff, and coordinate with cross-functional teams to resolve issues and identify upsell opportunities. Strong focus on CSAT, AHT, shrinkage, and attrition metrics is required.

The role emphasizes coaching, process improvement, and collaboration to drive growth while maintaining high service standards within a dynamic environment.

Qualifications

• Experience leading a customer service team.
• Ability to coach and train agents for improved performance.
• Strong focus on CSAT, AHT, shrinkage and attrition metrics.

Responsibilities

• Manage a team of customer service representatives to achieve exceptional customer experience, CSAT, AHT, shrinkage, and attrition targets.
• Develop and implement effective training programs to enhance agent performance and improve overall team efficiency.
• Collaborate with cross-functional teams to resolve complex customer issues and drive business growth through upselling opportunities.
• Conduct regular coaching sessions with agents to identify areas of improvement and provide constructive feedback for growth.
• Analyze key performance indicators (KPIs) such as CSAT, AHT, shrinkage, and attrition rates to optimize team performance.

Skills

Leadership

Coaching

Training

KPI analysis

Job description

Roles and Responsibilities

• Manage a team of customer service representatives to achieve exceptional customer experience, CSAT, AHT, shrinkage, and attrition targets.
• Develop and implement effective training programs to enhance agent performance and improve overall team efficiency.
• Collaborate with cross-functional teams to resolve complex customer issues and drive business growth through upselling opportunities.
• Conduct regular coaching sessions with agents to identify areas of improvement and provide constructive feedback for growth.
• Analyze key performance indicators (KPIs) such as CSAT, AHT, shrinkage, and attrition rates to optimize team performance.