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Roles & Responsibilities:
• Handle a team of 30–40 customer support executives
• Lead, manage, and motivate the team to achieve operational targets
• Monitor and analyze key performance metrics including Shrinkage, Attrition Rate, KPI, FCR, AHT, and CSAT
• Ensure quality standards, productivity, and SLA adherence
• Handle customer and process escalations effectively
• Conduct regular team huddles, coaching sessions, and performance reviews
• Drive team performance improvement and control attrition
• Ensure process compliance and operational excellence
• Prepare and share daily/weekly/monthly performance reports with management
Eligibility / Required Skills:
• Mandatory: On-paper experience as a Team Lead
• 2–4 years of Team Lead experience in Customer Support
• Strong knowledge of contact center metrics (Shrinkage, KPI, FCR, AHT, CSAT)
• Excellent people management and communication skills
Interested candidates can apply:
9885271110
Live Connections is a search agency that specializes in finding and placing professionals across all industrial sectors. With an extensive background in recruiting, we understand the pitfalls and frustrations of recruiting high-calibre individuals. We also understand the tensions and pressures that can frustrate a professional in his or her search for the right job. With a crack team of result-oriented professionals, we help connect the job-seeker and the Employer and make a match that satisfies both.
With our extensive experience in consulting and recruiting for the emerging enterprise, Live Connections is poised to bring the best solution to both sides of hiring - the job-seeker and the Employer
(Obstacles are what you see when you take your eyes off the goal)
Job ID: 146106359
