Team Lead - Customer Support Operations

We are seeking a dedicated and experienced Team Lead for our Customer Support Operations team. The ideal candidate will have a strong background in managing customer service teams within an international BPO environment. As a Team Lead, you will be responsible for overseeing daily operations, ensuring that service level agreements (SLAs) are met, and driving key performance indicators (KPIs) to enhance customer satisfaction (CSAT). You will play a crucial role in managing attrition and shrinkage rates while implementing strategies to improve first call resolution (FCR) rates. Key Responsibilities: - Lead and mentor a team of customer support representatives, providing guidance and support to ensure high-quality service delivery. - Monitor team performance against KPIs and SLAs, identifying areas for improvement and implementing corrective actions as necessary. - Conduct regular performance reviews and provide constructive feedback to team members. - Collaborate with other departments to streamline operations and enhance the overall customer experience. - Analyze customer feedback and operational data to identify trends and develop strategies for improvement. - Manage workforce planning and scheduling to optimize team performance and resource allocation. - Ensure compliance with company policies and procedures, as well as industry regulations. Required Skills: - Proven experience in a team lead or supervisory role within customer support operations, preferably in an international BPO setting. - Strong understanding of customer service principles and practices. - Excellent communication and interpersonal skills, with the ability to motivate and inspire a team. - Proficient in CRM systems and data analysis tools. - Ability to work in a fast-paced environment and manage multiple priorities effectively. - Strong problem-solving skills and a proactive approach to addressing challenges. If you are passionate about customer service and have the leadership skills to drive a team towards success, we encourage you to apply for this exciting opportunity.