Team Lead-customer support
Team Lead-customer support
Posted on :
28-08-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
- Lead and manage a customer support team (30 associates) to deliver exceptional service across voice chat and email channels.
- Monitor team performance against defined SLAs and KPIs (AHT FCR CSAT NPS response times).
- Handle escalated customer issues and ensure timely resolution.
- Conduct regular coaching feedback and performance reviews to develop team skills.
- Create and manage shift schedules ensuring adequate coverage.
- Analyze customer queries identify trends and recommend process improvements.
- Collaborate with Quality Training and WFM teams to enhance efficiency.
- Prepare and present weekly/monthly performance reports to management.
- Foster a customer-first culture within the team.
ey Responsibilities:
- Lead and manage a customer support team (30 associates) to deliver exceptional service across voice chat and email channels.
- Monitor team performance against defined SLAs and KPIs (AHT FCR CSAT NPS response times).
- Handle escalated customer issues and ensure timely resolution.
- Conduct regular coaching feedback and performance reviews to develop team skills.
- Create and manage shift schedules ensuring adequate coverage.
- Analyze customer queries identify trends and recommend process improvements.
- Collaborate with Quality Training and WFM teams to enhance efficiency.
- Prepare and present weekly/monthly performance reports to management.
- Foster a customer-first culture within the team.
- 5 8 years of experience in Customer Support / Service Desk with at least 2 years in a Team Lead / Supervisor role.
- Experience in handling and motivating teams of 30 members.
- Strong knowledge of customer support metrics and reporting.
- Excellent communication leadership and conflict management skills.
- Proficiency in CRM/ticketing tools (Zendesk Freshdesk Salesforce ServiceNow etc.).
- Ability to manage multi-channel support (voice email chat)
Employment Type
Full-time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
