Team Lead - International Process

TP; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

TP in Hyderabad, India is seeking a Team Lead - Customer Support (International Process) to manage and motivate a team of Customer Support Associates in an international process. The role focuses on driving performance, ensuring service quality, meeting KPIs, and enhancing customer satisfaction.

Responsibilities include coaching the team, monitoring SLAs, conducting reviews, handling escalations, and reporting to improve processes.

Qualifications

• Graduate in any discipline.
• 2-5 years of experience in international customer support, with at least 1 year in a Team Lead role.
• Excellent communication and people management skills.

Responsibilities

• Lead, coach, and mentor a team of customer support executives.
• Monitor team performance and ensure achievement of SLAs, KPIs, and quality targets.
• Conduct performance reviews, feedback sessions, and team meetings.
• Handle customer escalations and provide effective resolutions.
• Prepare reports and collaborate with internal stakeholders to improve processes.
• Maintain high levels of customer satisfaction and team engagement.

Skills

Team leadership

Customer service

KPIs management

Education

Bachelor's degree

Job description

We are hiring

Location : Hyd (DLF Gochibowli)

** Only Immediate to 15days Joiners **

Job Title: Team Lead - Customer Support (International Process)

Job Summary:We are looking for an experienced Team Lead to manage and motivate a team of Customer Support Associates in an international process. The role involves driving team performance, ensuring service quality, meeting KPIs, and enhancing customer satisfaction.

Key Responsibilities:

• Lead, coach, and mentor a team of customer support executives.
• Monitor team performance and ensure achievement of SLAs, KPIs, and quality targets.
• Conduct performance reviews, feedback sessions, and team meetings.
• Handle customer escalations and provide effective resolutions.
• Prepare reports and collaborate with internal stakeholders to improve processes.
• Maintain high levels of customer satisfaction and team engagement.

Requirements:

• Graduate in any discipline.
• 2-5 years of experience in international customer support, with at least 1 year in a Team Lead role.
• Excellent communication and people management skills.
• Strong knowledge of customer service metrics and shift flexibility.