Team Leader - Inbound Customer Support

Key Responsibilities

• Minimum 1 year of experience as a Team Leader in voice-based inbound customer support
• Lead, motivate, coach, and counsel Customer Relations Executives (CREs) to meet KPIs and SLAs
• Collaborate with internal departments to resolve CRE and customer concerns effectively
• Enforce compliance with security and data protection standards
• Drive process improvements to increase operational efficiency
• Identify problems proactively and recommend effective solutions
• Maintain team rapport and strong employee engagement
• Provide structured handholding and support to new CREs for better retention
• Monitor and coach CREs through call listening and performance feedback
• Handle customer escalations and ensure prompt resolution
• Manage shift rosters and minimize shrinkage
• Ensure adherence to login hours and other KPIs by CREs
• Escalate process-related issues such as system downtime or connectivity failures
• Conduct daily briefings to update the team on new product or process changes
• Ensure quality, accuracy, and turnaround standards are consistently met
• Demonstrate industry and domain knowledge, customer focus, and strong communication skills
• Analyze trends and provide early solutions to emerging issues
• Make quick, informed decisions in response to operational challenges