Job Openings Team Lead For Customer Support

About the job Team Lead For Customer Support

Job title: Team Lead_ Customer Support

Working Location: Kolkata, India.

TL (English)


Job Information:


You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed.



Location: Kolkata, India

Key Responsibilities:

  • Manage, inspire, and mentor a group of Customer Support Agents (CSA).

  • Hold regular team meetings, evaluate performance, and offer helpful criticism.

  • Manage escalations and challenging situations while advising and supporting CSAs.

  • Make sure that all CSA tasks are completed smoothly and effectively.

  • Keep up with periodic updates and make sure the team follows them.

  • Conduct briefings & process updates to the team to improve their abilities.

  • Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

  • Should make themselves approachable for CSAs.

  • Report any issues or challenges to the reporting manager immediately when needed.

  • Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.

  • Assisting team members in identifying trends and establishing teams goals.

  • Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.

  • Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Qualifications and Requirements:

  • A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable.

  • Fluent in English. At least C1 level. Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.

  • Proficiency in CS (email & chat support).

  • Familiarity with performance metrics for CS processes

  • Strong team management and leadership abilities.

  • Excellent interpersonal and communication abilities.

  • Proficiency with software and tools for CS work is a plus.

  • Problem-solving and analytical thinking skills.

  • Ability to manage delicate material and perform under pressure.

  • Knowledge of the moral and legal issues involved in CS work .

  • Decisiveness and attention to detail

Benefits:

  • Competitive salary and benefits package.

  • Opportunities for professional development and continuing education.

  • Fulfilling and rewarding work helping individuals improve their mental well-being.

  • Contribution to the overall mental health and wellness of the community.