Team Lead - Customer Service

Job Description: Team Leader

Position: Team Leader

Experience Required: 2-4 years as a Team Leader

Work Mode: Remote

Location: PAN India

Working Days: 6 days per week

Shifts: Rotational shifts between 7:00 AM to 1:00 PM

Industry: BPO

Role Overview:

The Team Leader will oversee day-to-day operations for an email/chat support process, ensuring smooth workflow, team productivity, and high-quality service delivery. The role requires strong communication skills, the ability to manage large volumes, and prior experience handling mid-sized teams.

Key Responsibilities:

- Lead and manage a team handling email and chat-based customer support.

- Monitor daily performance metrics and ensure SLA adherence.

- Handle large volumes of customer interactions with accuracy and efficiency.

- Provide regular feedback, coaching, and performance reviews for team members.

- Ensure process compliance and maintain quality standards across all interactions.

- Coordinate with cross-functional teams to resolve escalations and process issues.

- Prepare and share reports with management on team performance and improvement plans.

Candidate Requirements:

- Must currently be working in an email/chat process.

- BPO experience is mandatory.

- Candidates from calling or sales processes are not eligible.

- Must have handled a team size of at least 15 or more.

- Strong written and verbal communication skills.

- Ability to work in rotational shifts.