Team Lead | International Customer Support

4 - 9 years

4 - 9 Lacs

Posted:1 week ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

  • Lead and manage a team of customer support executives handling international voice, email, or chat processes
  • Monitor team performance and ensure achievement of KPIs such as CSAT, FCR, AHT, and SLA adherence
  • Provide guidance, coaching, and support to team members to improve performance and productivity
  • Handle escalated customer queries and ensure prompt resolution
  • Conduct regular team meetings, performance reviews, and feedback sessions
  • Prepare daily/weekly reports and communicate updates to management
  • Collaborate with quality, training, and workforce management teams to align on performance and goals
  • Ensure process compliance and adherence to company and client policies
  • Promote a positive work environment focused on customer satisfaction and team engagement


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