We are seeking a Team Leader – Inbound Customer Support to manage and guide a team of Customer Support Executives. The role involves driving performance, ensuring customer satisfaction, handling escalations, and supporting daily operations while maintaining strong team engagement.
Key Responsibilities
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Lead, motivate, coach, and develop CREs to meet KPIs and process SLAs.
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Work with internal teams to resolve customer issues and support CRE requirements.
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Ensure adherence to security, compliance, and data protection policies.
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Identify process gaps and implement improvement ideas to enhance efficiency.
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Maintain strong rapport within the team and create a positive work environment.
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Support new joiners through effective onboarding and handholding to improve retention.
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Monitor calls, provide structured feedback, and drive quality performance.
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Manage and resolve customer escalations promptly.
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Ensure roster adherence, reduce shrinkage, and track login hours.
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Highlight system issues (downtime, connectivity, tools) to supervisors for quick resolution.
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Conduct daily briefings on processes, product updates, and performance requirements.
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Ensure accuracy, quality, and timely delivery of all tasks.
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Identify performance trends and provide solutions for potential issues.
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Make quick and balanced decisions to support day-to-day operations.
