Job Title: Team Lead (B2C Customer Support | Voice & Chat)
Location: Hyderabad
Shifts: Rotational Shift including night shifts
Employment Type: Full-Time
About Us:
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary
The Team Lead – B2C Customer Support is responsible for managing a team of Technical Support Representatives handling residential customers through voice and chat. The role focuses on people management, performance delivery, customer experience, quality adherence, and business KPIs such as FCR, CSAT, AHT, and service-to-sales conversion.
Key Responsibilities
1. Team Management & Coaching
- Lead, mentor, and support a team of CSRs handling voice and chat interactions.
- Conduct regular coaching sessions focused on troubleshooting skills, communication, and customer handling.
- Identify performance gaps and implement corrective action plans.
2. Operational Performance
- Ensure achievement of team KPIs including:
- First Call/Chat Resolution (FCR)
- Customer Satisfaction (CSAT)
- Productivity and adherence
- Quality and compliance scores
- Service-to-sales targets
- Monitor real-time queues and ensure optimal coverage and utilization.
3. Technical & Process Support
- Act as the first point of escalation for complex technical or customer issues.
- Support agents with advanced troubleshooting for Wi-Fi, router, device, speed, and application issues.
- Ensure proper use of tools, knowledge base, and escalation matrices.
4. Quality & Compliance
- Ensure team adherence to quality guidelines, SOPs, and compliance requirements.
- Partner with the Quality team to close feedback loops and drive improvement.
- Reinforce accurate documentation and CRM/ticketing standards.
5. Customer Experience & Sales Enablement
- Drive a customer-first mindset while balancing service-to-sales expectations.
- Coach agents on identifying customer needs and offering relevant upgrades or add-ons.
- Handle customer escalations and ensure satisfactory resolution.
6. Reporting & Stakeholder Communication
- Prepare daily/weekly performance reports and share insights with management.
- Participate in internal reviews, calibrations, and client calls when required.
Qualifications & Experience
- Graduate preferred
- 4–6 years of BPO / Contact Center experience (Telecom/B2C technical support preferred)
- Minimum 1–2 years as a Team Lead or SME
- Strong knowledge of broadband, Wi-Fi, routers, connectivity, and troubleshooting
- Excellent communication, people management, and analytical skills
- Comfortable managing voice & chat operations
- Flexible to work shifts, weekends, and holidays
