Urbanic Team Leader
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Title: Team Leader - Customer Support
Location: Gurugram
Work Mode: Work from Office (WFO)
Shift: Rotational / 24×7
Role Overview
The Team Leader - Customer Support will be responsible for managing guiding and driving the performance of a customer support team to deliver high-quality service across chat email and/or voice channels. This role focuses on people management performance optimization SLA adherence and customer escalation handling.
Key Responsibilities
Lead mentor and manage a team of Customer Support Executives
Drive team performance across key KPIs including AHT CSAT Quality Productivity Attendance and SLA adherence
Conduct daily team huddles performance reviews and motivational sessions
Handle and resolve customer escalations to ensure timely and satisfactory outcomes
Coordinate with Quality Training Operations Workforce and Client teams for calibration and process improvements
Prepare and present daily weekly and monthly MIS and performance reports
Identify skill gaps and training needs; conduct coaching and feedback sessions
Manage rosters shrinkage leave planning and workforce utilization
Ensure compliance with company policies SOPs and client requirements
Required Skills & Competencies
Strong people management and leadership skills
Excellent verbal and written communication abilities
Strong analytical skills with working knowledge of Excel and reporting tools
Proven problem-solving and decision-making capabilities
Hands-on experience with CRM and ticketing platforms (Freshdesk or similar)
Ability to work in rotational shifts
Qualifications & Experience
Graduate in any discipline
2-4 years of total experience with at least 1 year in a Team Leader role
Prior experience in E-commerce Fashion or Customer Support domains (e.g. Urbanic Myntra Nykaa etc.) preferred
Work Schedule
9 hours per day including a 1-hour break
6-day rotational workweek
Key Skills
- Hyperion
- Acquisition
- Asset
- ABAP
- Basic
- Activex
