Customer Support – Team Lead
Subramaniam Hemamalini (Proprietor Of Live Connections) Hyderabad
Job Description
Roles & Responsibilities:
- Handle a team of 30–40 customer support executives
- Lead, manage, and motivate the team to achieve operational targets
- Monitor and analyze key performance metrics including Shrinkage, Attrition Rate, KPI, FCR, AHT, and CSAT
- Ensure quality standards, productivity, and SLA adherence
- Handle customer and process escalations effectively
- Conduct regular team huddles, coaching sessions, and performance reviews
- Drive team performance improvement and control attrition
- Ensure process compliance and operational excellence
- Prepare and share daily/weekly/monthly performance reports with management
Eligibility / Required Skills:
- Mandatory: On-paper experience as a Team Lead
- 2–4 years of Team Lead experience in Customer Support
- Strong knowledge of contact center metrics (Shrinkage, KPI, FCR, AHT, CSAT)
- Excellent people management and communication skills
Interested candidates can apply:
9885271110
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