Team Leader – Inbound Customer Support

Position Overview

We are seeking an experienced Team Leader to oversee our inbound customer support operations. The role is office-based at Vaishali, Ghaziabad, focusing on managing and guiding an inbound voice process team to achieve high levels of customer satisfaction and operational efficiency.

Key Responsibilities

• Lead daily activities of the inbound customer support team, ensuring smooth operations and adherence to processes.
• Evaluate team performance, focusing on productivity, service quality, and attainment of service levels.
• Address and resolve customer escalations promptly and effectively.
• Facilitate regular team meetings, coaching sessions, and provide constructive performance feedback.
• Develop and update MIS reports leveraging MS Excel to track operational metrics.
• Monitor key performance indicators such as attendance, productivity, average handling time (AHT), service level agreements (SLA), and quality standards.
• Ensure team compliance with call handling protocols and process guidelines.
• Assist team members in tackling complex customer issues, providing guidance and support.
• Coordinate with various internal departments to maintain seamless workflows.
• Maintain clear and consistent communication channels with stakeholders and higher management.

Qualifications and Experience

• A minimum of 3 years total experience in BPO, customer support, or inbound operations.
• At least 1 year of experience in a supervisory or team leadership role.
• Hands-on experience with inbound voice customer support processes.
• Bachelor's degree preferred; non-technical educational backgrounds are welcome.
• Excellent verbal and written communication capabilities.
• Proficient in Microsoft Excel and generating MIS reports.
• Familiarity with CRM or ticketing software for customer issue tracking.
• Demonstrated skills in team management and performance monitoring.
• Strong understanding of KPIs, SLA targets, productivity benchmarks, and quality assurance.
• Effective problem-solving and escalation management abilities.
• Capable of coordinating across stakeholder groups to achieve business objectives.
• Immediate availability is preferred, though candidates with notice periods up to 15 days will be considered.

Compensation and Work Details

• Salary range: ₹32,000 to ₹34,000 in-hand per month.
• Full-time, on-site position located in Vaishali, Ghaziabad.