Team Lead - Inbound Customer Service

Hexaware Technologies; Navi Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai seeks an experienced Team Lead to oversee our European inbound customer support. You will manage a team of support representatives, ensure service quality and drive customer satisfaction across channels.

The role requires 4+ years in customer support, including 1 year in team leadership for international inbound calls. You will optimize processes, meet SLAs, analyze issues, and mentor teammates to deliver excellence.

Qualifications

• 4+ years in customer support, including 1 year in Team Lead for international inbound calls.
• Strong problem-solving and analytical abilities with issue resolution focus.
• Proficient with customer support tools, systems and applications.

Responsibilities

• Oversee inbound customer support across Europe and ensure high service quality.
• Adhere to SLAs and ensure timely, effective resolutions.
• Coach and guide the team to improve performance and customer satisfaction.
• Manage escalations, perform RCA and report findings to leadership.
• Optimize processes, drive efficiency and collaborate with cross-functional teams.
• Monitor team workload and allocate resources for optimal service delivery.

Skills

Team leadership

Customer support

SLA management

Root cause analysis

Analytical skills

Interpersonal communication

Education

Any Graduate

Diploma (10th+12th+3 yrs)

Tools

CRM systems

Ticketing tools

Job description

We are seeking an experienced and highly motivated Team Lead to oversee our Inbound Customer Support team for Europe region. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Job Responsibilities

• Handle inbound customer queries and concerns through voice and email channels, ensuring prompt and effective resolution.
• Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
• Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
• Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
• Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
• Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
• Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.

Criteria

• Any Graduate or 10th + 12th + 3 year Diploma.
• A minimum of 4 years of overall experience, including at least 1 year of experience as a Team Lead in an international inbound call center.
• Strong problem-solving and analytical skills, with the ability to identify, analyze and resolve complex issues.
• Proficiency in using customer support tools, systems, and applications

Shifts timings

• Rotational Shifts between 12:00 PM and 12:00 AM. Any 9 hours of shift.