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Job Description: Customer Support Team LeadJob Title: Customer Support Team LeadJob Type: Full-TimeLocation: Trichy (Work From Office)Experience Required: 4-6 YearsSalary: Up to ₹6 LPANotice Period: Immediate to 30 DaysJob Summary:We are seeking a highly skilled Customer Support Team Lead to oversee our voice process operations, ensuring exceptional customer experiences and leading a high-performing team. The ideal candidate will have proven expertise in team management, quality assurance, and performance improvement.Key Responsibilities:Manage and supervise the customer support team, setting clear performance objectives and providing guidance.Foster a collaborative and positive team environment.Handle escalated customer issues and ensure timely resolutions.Maintain a customer-first approach to deliver high-quality service.Track and monitor team performance against key metrics, including call quality, response times, and customer satisfaction.Regularly analyze KPIs to identify trends and implement improvements.Document and analyze quality metrics, ensuring adherence to standards.Drive continuous training and performance enhancement initiatives.Collaborate with stakeholders to identify process bottlenecks and recommend actionable solutions.Enhance customer support tools and workflows for optimal efficiency.Qualifications and Skills Required:A minimum of 4 years of proven experience managing a customer support team.Prior experience in international call handling is a strong advantage.Exceptional communication skills in English.Proficiency in at least one local language (Hindi, Urdu, Bengali) is mandatory.Proficiency in CRM tools and customer support software.Strong analytical skills for performance tracking and reporting.Demonstrated ability to lead, mentor, and motivate teams.Excellent decision-making and problem-solving skills.
