Customer Service Team Lead

Job Title: Customer Support Team Lead (Voice, Email & Chat)

Location: Vikhroli, Mumbai

Days: 6 Days with Rotational Week off

Exp: 5 years with minimum 2 years as a Team Leader

Job Summary:

The Customer Support Team Lead will be responsible for leading a team of customer support agents, ensuring that service level agreements (SLAs) and turnaround times (TATs) are consistently met. This role involves managing day-to-day operations, including scheduling and rostering agents, monitoring performance, and handling escalations when agents are unable to resolve customer issues. The Team Lead will play a crucial role in maintaining high standards of customer service by adhering to company policies and continuously improving the team's efficiency and performance.

Key Responsibilities:
• Team Management:
• Lead, motivate, and develop a team of 6-7 customer support agents to deliver excellent customer service.
• Manage the team's roster, including scheduling, shift planning, and leave management to ensure adequate coverage at all times.
• Conduct regular one-on-one sessions and team meetings to provide feedback, coaching, and support to the agents.
• Performance Monitoring:
• Track and monitor team performance against established SLAs and TATs, ensuring targets are consistently met or exceeded.
• Identify areas of improvement within the team and implement action plans to address performance gaps.
• Develop and maintain performance reports, analyzing trends and recommending strategies for improvement.
• Escalation Management:
• Act as the primary point of contact for escalations when agents are unable to resolve customer issues.
• Work closely with agents to understand the nature of escalations and provide guidance to resolve them promptly and satisfactorily.
• Communicate effectively with customers during escalations, maintaining professionalism and ensuring a positive resolution.
• Policy and Compliance:
• Ensure that the team adheres to all company policies, procedures, and compliance requirements.
• Regularly review processes to ensure alignment with organizational standards and suggest improvements where necessary.
• Train and keep the team updated on any changes in policies or procedures.
• Quality Assurance:
• Conduct regular quality checks on customer interactions to ensure that high service standards are maintained.
• Provide constructive feedback to agents based on quality audits and customer feedback.
• Collaborate with the Quality Assurance team to enhance customer service practices.
• Agent Development:
• Identify training needs and skill gaps within the team and work with training teams to organize appropriate learning sessions.
• Foster a positive work environment that encourages teamwork, professional growth, and continuous learning.
• Reporting and Analytics:
• Prepare and present daily, weekly, and monthly performance reports, highlighting key achievements and areas requiring attention.
• Use data-driven insights to make informed decisions that improve team performance and customer satisfaction.
• Cross-Functional Collaboration:
• Collaborate with other departments (e.g., Sales, Technical Support, and Product Teams) to ensure customer issues are resolved swiftly.
• Work with the management team to develop strategies for enhancing the overall customer experience.

Qualifications:
• Bachelor’s degree in business, Communications, or a related field.
• 5+ years of experience in a customer support role, with at least 2 years in a team lead or supervisory position.
• Proven experience in managing teams and handling escalations effectively.
• Strong understanding of customer support metrics, including SLAs, TATs, and quality standards.

Skills and Competencies:
• Excellent leadership and people management skills.
• Strong problem-solving abilities and attention to detail.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in using customer support software (e.g., CRM systems) and MS Office Suite.
• High level of resilience, with the ability to remain calm and composed under pressure.