Team Lead

– Team Leader | Customer Support / Technical Support (BPO)/ Telecom

Position: Team Leader – Customer Support / Technical Support

Location: Hyderabad

(Excellent communication skills)

Shift: Rotational Shifts (US Shifts)

CTC: Up to 7 LPA

Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced and dynamic Team Leader to manage a team of Customer Support/Technical Support Associates in a fast-paced BPO environment. The ideal candidate will be responsible for driving team performance, ensuring service quality, achieving operational targets, and delivering an exceptional customer experience.

Key Responsibilities

• Lead, motivate, and manage a team of customer support/technical support executives.
• Monitor daily team performance against KPIs, SLAs, CSAT, AHT, Quality, and Productivity metrics.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Handle customer escalations and ensure timely resolution.
• Identify training needs and support team development initiatives.
• Prepare and maintain performance reports and dashboards.
• Collaborate with internal stakeholders to improve operational efficiency.
• Drive employee engagement and retention within the team.
• Ensure adherence to company policies, processes, and compliance requirements.

Eligibility Criteria

• Graduation mandatory.
• Minimum 2-5 years of experience in BPO Customer Support/Technical Support.
• Minimum 1 year of experience as a Team Leader handling teams.
• Strong knowledge of contact center metrics and people management.
• Excellent communication, coaching, and stakeholder management skills.
• Ability to work in rotational US shifts.
• Immediate to 15 days joiners preferred.

Required Skills

• Team Management
• Customer Service Operations
• Technical Support Operations
• Performance Management
• Escalation Handling
• Quality & Process Improvement
• Reporting & MIS
• Coaching & Mentoring
• Excellent Communication Skills

What We Offer

• Competitive salary up to 7 LPA
• Growth-oriented work environment
• Exposure to global clientele
• Leadership development opportunities

Location: Hyderabad | Shift: Rotational US Shifts | CTC: Up to 7 LPA | Immediate Joiners Preferred

• For more information - Reach out to HR - Neha
• 8008325085
• [HIDDEN TEXT]