Job Title: Team Leader – Customer Support
Location: Mohali
Employment Type: Full-time
Job Summary
We are looking for a motivated and experienced Team Leader to manage a team of Customer Support Executives. The ideal candidate will be responsible for ensuring excellent customer service, achieving team performance targets, and maintaining high quality standards.
Key Responsibilities
- Lead, manage, and motivate a team of Customer Support Executives.
- Monitor daily team performance, productivity, and attendance.
- Ensure timely resolution of customer queries and escalations.
- Conduct coaching, training, and performance feedback sessions.
- Monitor quality, KPIs, and service level agreements (SLAs).
- Prepare daily, weekly, and monthly performance reports.
- Coordinate with Operations and Quality teams to improve service delivery.
- Maintain high customer satisfaction and team engagement.
- Identify process improvement opportunities.
- Ensure compliance with company policies and procedures.
Requirements
- Bachelor's degree in any discipline.
- 2–4 years of experience in customer support, with at least 1 year as a Team Leader.
- Excellent communication and leadership skills.
- Strong problem-solving and decision-making abilities.
- Good knowledge of MS Office and reporting tools.
- Ability to work in a fast-paced environment.
Preferred Skills
- Team Management
- Customer Service
- Performance Management
- Coaching & Mentoring
- Conflict Resolution
- Communication Skills
- Time Management
- Analytical Thinking
Salary
Negotiable based on experience and skills.
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
