Customer Support – Team Lead

Roles & Responsibilities:

• Lead, manage, and motivate the team to achieve operational targets

• Monitor and analyze key performance metrics including Shrinkage, Attrition Rate, KPI, FCR, AHT, and CSAT

• Ensure quality standards, productivity, and SLA adherence

• Handle customer and process escalations effectively

• Conduct regular team huddles, coaching sessions, and performance reviews

• Drive team performance improvement and control attrition

• Ensure process compliance and operational excellence

• Prepare and share daily/weekly/monthly performance reports with management

Team Size:

• Handle a team of 30–40 customer support executives

Eligibility / Required Skills:

• Mandatory: On-paper experience as a Team Lead

• 1–3 years of Team Lead experience in Customer Support

• Strong knowledge of contact center metrics (Shrinkage, KPI, FCR, AHT, CSAT)

• Excellent people management and communication skills

You can also contact at: 9885271110

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