Team Lead Customer Support

Job Location:

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Key Responsibilities

Lead daily performance across CSAT AHT SLAs Productivity FCR and Transfer Rate
Monitor real-time queues and partner with WFM for staffing coverage
Provide floor support live monitoring and escalations
Ensure schedule adherence and shift discipline
Own team-level reporting (daily/weekly/monthly)

Quality & Customer Experience

Conduct audits calibrations and structured feedback
Coach on empathy accuracy and brand-aligned communication
Act as first point of escalation and drive CSAT/NPS improvements

People Development & Process Excellence

Deliver 1:1 coaching and performance reviews
Develop top talent for SME/TL pipelines
Partner with Training Quality Product and Tech teams
Support AI-assisted chat and voice capability expansion

Experience & Skills

3 6 years of contact center experience
1 2 years in a Team Leader or people management role
Strong understanding of retail CX metrics
Willingness to work shifts weekends and holidays

Key Responsibilities Lead daily performance across CSAT AHT SLAs Productivity FCR and Transfer Rate Monitor real-time queues and partner with WFM for staffing coverage Provide floor support live monitoring and escalations Ensure schedule adherence and shift discipline Own...