Team Leader - Customer Support

We are seeking a dedicated and experienced Team Leader for our Customer Support department in Maharashtra. The ideal candidate will have a strong background in managing teams within an international BPO environment, focusing on key performance indicators (KPIs) and service level agreements (SLAs). As a Team Leader, you will be responsible for overseeing daily operations, ensuring that the team meets performance targets, and maintaining high levels of customer satisfaction. Key Responsibilities: - Lead and manage a team of customer support representatives, providing guidance and support to ensure they meet their performance goals. - Monitor team performance metrics, including attrition and shrinkage rates, and implement strategies to improve these metrics. - Conduct regular performance reviews and provide constructive feedback to team members. - Collaborate with other departments to ensure seamless service delivery and address any operational challenges. - Develop and implement training programs to enhance team skills and knowledge. - Analyze root causes of performance issues and develop action plans to address them. - Maintain a positive and motivating work environment that encourages team engagement and productivity. Required Skills: - Proven experience as a Team Leader in a customer support role, preferably within an international BPO. - Strong understanding of KPIs, SLAs, and performance management. - Excellent communication and interpersonal skills. - Ability to analyze data and make informed decisions. - Strong problem-solving skills and a proactive approach to challenges. - Ability to work in a fast-paced environment and manage multiple priorities. If you are passionate about leading teams and driving performance in a customer-centric environment, we encourage you to apply for this exciting opportunity.