Here is a professional Job Description (JD) tailored to your specific requirements:
## Job Title: Customer Support Team Leader
**Location:** Jaipur, Rajasthan (On-site)
**Experience Required:** 1+ Years (in Customer Support / Call Center / BPO leadership or Senior Executive level)
**Compensation:** ₹4,500,000 PA (₹4.5 LPA)
**Employment Type:** Full-time, Permanent
### Job Overview
We are seeking a motivated and dynamic **Customer Support Team Leader** to join our team in Jaipur. The ideal candidate will be responsible for managing day-to-day customer support operations, leading a team of support executives, maintaining key performance metrics (CSAT, SLA, First Call Resolution), and driving exceptional customer experiences.
### Key Responsibilities
#### **Team Leadership & Performance Management**
* Guide, mentor, and supervise a team of Customer Support Executives to achieve operational targets.
* Monitor live interactions (Voice / Chat / Email) to ensure high quality and standard compliance.
* Conduct regular 1-on-1 coaching sessions and performance reviews to bridge skill gaps.
* Maintain team rosters, handle shift allocations, and track daily attendance.
#### **Operational Excellence**
* Ensure team compliance with SLAs, Average Handling Time (AHT), and Customer Satisfaction (CSAT) goals.
* Act as an escalation point for complex or critical customer issues and ensure swift resolution.
* Analyze recurring customer issues and propose process improvements to management.
#### **Reporting & Quality**
* Prepare daily, weekly, and monthly performance reports for leadership review.
* Coordinate with Quality Assurance (QA) and Training teams to improve team performance.
### Key Qualifications & Skills
* **Experience:** Minimum 1+ years of experience as a Team Leader or Senior Customer Support Executive handling team lead responsibilities.
* **Education:** Graduate in any discipline (10+2 with relevant leadership experience may also be considered).
* **Communication:** Excellent verbal and written communication skills in **English and Hindi**.
* **Technical Skills:**
* Proficiency in MS Office (Excel, Word, PowerPoint) for reporting.
* Familiarity with CRM tools (e.g., Salesforce, Zendesk, Freshdesk) and IVR systems.
* **Soft Skills:** Strong leadership, conflict resolution, problem-solving, and time-management skills.
### Key Performance Indicators (KPIs)
* Team CSAT & NPS scores
* SLA Adherence & Escalation Resolution Rate
* First Contact Resolution (FCR) Rate
* Team Shrinkage & Attrition control
### What We Offer
* **Competitive Salary:** ₹4.5 LPA (In-hand salary approx. ₹30,000–₹33,000/month after standard deductions + incentives).
* Opportunities for rapid career progression and professional development.
* Collaborative and supportive work culture.
Pay: ₹400,000.00 - ₹450,000.00 per month
Work Location: In person
