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Teleperformance (TP)
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Google Hiring For Team Lead TRUST & Safety- CSA || Teleperformance ||

Google Hiring For Team Lead TRUST & Safety- CSA || Teleperformance ||

Teleperformance (TP)

1 - 5 years

2 - 5 Lacs

Hyderabad

Posted:5 days ago| Platform:

Apply

Skills Required

Handling Customer Queries Trust Management Team Leading Safety Management System Team Handling Team Coordination Safety Compliance Trustee Activities Trust Accounting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Team Lead Customer Service Support (Tier 3)

Location: Hyderabad

Key Responsibilities:

HR CHARLIE: 7330616341 [ Send your Resumes to WhatsApp - Don't call ]

1. Team Leadership & Performance Management:

Lead a team of
Customer Service Support Tier 3 Agents (Tier 3)
, ensuring high-quality service delivery.
Monitor
team performance, KPIs, and SLAs
, ensuring adherence to process guidelines.
Provide
regular coaching, training, and feedback
to enhance team efficiency.

2. Escalation & Case Management:

Handle
high-priority and complex policy escalations
related to E commerce - Market Place Store.
Support agents in troubleshooting
developer concerns
regarding compliance and enforcement actions.
Work closely with internal
policy, legal, and product teams
to resolve critical cases.

3. Policy Compliance & Verification:

Oversee the
review and verification of app submissions
for policy adherence.
Ensure proper enforcement of
E commerce - Market Place policies
while balancing developer experience.
Identify trends in
policy violations, fraud, or abuse
, and suggest improvements.

4. Process Improvement & Reporting:

Identify
gaps in support processes
and propose efficiency improvements.
Prepare and present
weekly/monthly reports on team performance, issue trends, and compliance insights
.
Drive initiatives to
improve response quality, accuracy, and turnaround time
.

Required Qualifications & Skills:

B2 and above-level proficiency

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