Job Description
Job Title
Customer Support Team Lead / Manager - In Bound – Voice & Non-Voice Operations
Experience Required: 4–7 Years
Location: Chennai Guindy
Employment Type: Full-Time | Permanent
Shift – Standard Monday to Saturday 10:00 AM to 7:00PM with Sunday Off
Candidate: Male or Female
Language: English/Tamil and others Language is Advantage
System: MS Office with Excellent Reporting skill with Excel and PPT (Expert Level)
Skill Set: Sales /Customer Support Driven Manager. Driving Sales Numbers
Role Overview
We are seeking a smart, energetic, and performance-driven Customer Support Team Lead / Call Center Manager to lead our customer service operations for a leading premium saree and ethnic wear e-commerce and retail business.
The role will be responsible for managing a team of approximately 8 customer support executives handling both Voice and Non-Voice channels, ensuring exceptional customer experience, service excellence, operational efficiency, and revenue contribution through customer engagement.
The ideal candidate should possess strong leadership capabilities, excellent communication skills, advanced reporting and analytical abilities, and hands-on experience in managing customer support operations across calls, emails, WhatsApp, social media, and online customer interactions.
This role requires an individual who can balance people management, customer satisfaction, operational excellence, and business growth while maintaining premium service standards.
Key Responsibilities
Team Leadership & People Management
- Lead, coach, and manage a team of Customer Support Executives handling Voice and Non-Voice processes.
- Monitor team productivity, attendance, schedule adherence, and overall performance.
- Conduct daily huddles, feedback sessions, coaching discussions, and performance reviews.
- Drive employee engagement, motivation, and a high-performance culture.
- Identify training needs and ensure continuous skill development within the team.
- Manage manpower planning, shift schedules, leave management, and workload allocation.
Customer Experience & Service Excellence
- Ensure exceptional customer experience across all communication channels.
- Manage and monitor customer interactions through:
- Inbound Calls
- Outbound Calls
- Emails
- WhatsApp
- Instagram DMs
- Facebook Messages
- Website Queries
- Customer Reviews
- Handle customer escalations and ensure timely resolution.
- Maintain service quality standards and customer communication etiquette.
- Drive improvements in Customer Satisfaction (CSAT), response times, and resolution quality.
- Ensure premium customers receive personalized and professional support.
Operational Management
- Manage daily operations for Voice and Non-Voice customer support functions.
- Ensure SLA adherence across all communication channels.
- Monitor queue management, backlog clearance, and same-day response compliance.
- Improve process efficiency and reduce customer effort.
- Coordinate with stores, warehouse, logistics, e-commerce, and corporate teams for issue resolution.
- Ensure accurate documentation and process compliance.
Reporting & MIS Management
- Prepare and publish daily, weekly, and monthly operational reports.
- Analyze customer support performance and identify improvement opportunities.
- Monitor key operational metrics including:
- Service Levels
- Response Time
- Resolution Time
- CSAT
- Productivity
- Backlog
- Quality Scores
- Escalations
- Repeat Contacts
- Present actionable insights and recommendations to management.
- Maintain dashboards and reporting trackers using Excel and customer support platforms.
Customer Retention & Business Support
- Identify opportunities for customer retention and repeat purchases.
- Support festive campaigns, promotional activities, and customer engagement initiatives.
- Work closely with retail and e-commerce teams to improve customer journey and sales conversion.
- Provide customer insights and recommendations that support business growth.
- Act as the voice of the customer within the organization.
Quality & Continuous Improvement
- Conduct regular quality audits of calls, emails, chats, and social media interactions.
- Ensure adherence to SOPs, communication standards, and service guidelines.
- Identify recurring customer concerns and drive corrective actions.
- Implement best practices to improve customer experience and operational efficiency.
Qualifications & Skills
- 4–7 years of experience in Customer Support, Contact Center Operations, Customer Service, BPO, E-commerce Support, Retail Customer Care, or CRM Operations.
- Minimum 1–2 years of experience in handling a team.
- Strong exposure to both Voice and Non-Voice customer support processes.
- Excellent communication skills in English and Tamil.
- Knowledge of Hindi and Telugu will be a strong advantage.
- Advanced proficiency in Microsoft Excel, reporting, and MIS preparation.
- Strong analytical and problem-solving abilities.
- Experience in SLA management, quality monitoring, and performance management.
- Ability to manage escalations and difficult customer situations professionally.
- Good understanding of customer journey, customer retention, and service excellence.
- Familiarity with CRM systems, ticketing platforms, and omnichannel customer support tools.
Ideal Candidate Profile
We are looking for a young, energetic, and highly driven leader who combines operational excellence with customer-centric thinking.
The ideal candidate should be:
- Strong in reporting, analytics, and Excel.
- Highly organized and detail-oriented.
- Customer-obsessed and solution-focused.
- Proactive and responsive.
- Strong in people management and coaching.
- Comfortable working in a fast-paced retail and e-commerce environment.
- Capable of handling pressure, escalations, and multiple priorities simultaneously.
- Passionate about improving customer experience and operational performance.
- Commercially aware with an understanding of how customer service contributes to business growth.
What We Offer
- Opportunity to work with one of India's leading premium saree and ethnic wear brands.
- Exposure to retail, e-commerce, and omnichannel customer experience operations.
- Opportunity to lead and develop a growing customer support team.
- Performance-driven work culture with growth opportunities.
- Dynamic environment where customer experience directly influences business success.
Contact Number - 9025897995
Pay: ₹35,000.00 - ₹50,000.00 per month
Benefits:
- Food provided
- Health insurance
- Leave encashment
- Provident Fund
Application Question(s):
- Are you located in Chennai (Nearby Guindy Location)
Experience:
- Customer support: 5 years (Required)
Work Location: In person
