Team Lead (CSA)- (English and Hindi) - Visakhapatnam

Team Leader – Customer Support Summary We are seeking a seasoned and people-focused Team Leader to oversee a group of 10 to 15 Community Operations Specialists, ensuring top-tier operational performance. This position is pivotal for maintaining high standards within a dynamic, round-the-clock customer support setting.

The successful candidate will be responsible for supervising team output, enhancing the customer journey, and spearheading initiatives for ongoing process refinement.

Responsibilities

Direct the growth and development of a support team of 10–15 specialists, overseeing overall productivity and delivering consistent coaching and performance feedback. Performance Optimization: Pinpoint areas of underperformance and formulate targeted plans to address gaps, ensuring the team meets its goals. Metrics Monitoring: Track critical operational indicators including Service Level Agreements (SLA), quality scores, productivity rates, Average Handle Time (AHT), and customer satisfaction levels.

Data-Driven Decisions: Evaluate team performance trends to leverage data insights for boosting operational efficiency. Compliance: Guarantee strict adherence to established processes and operational protocols. Quality & Development: Collaborate with Quality Assurance and Training departments to bolster team capabilities and operational effectiveness.

Subject Matter Expertise: Serve as the primary resource for resolving complex process-related inquiries. Cross-Functional Collaboration: Partner with various departments to align on business goals, communicating operational hurdles and actionable insights. Project Execution: Handle ad-hoc projects and lead process improvement efforts.

Innovation: Continuously seek out opportunities to elevate customer experience and operational speed, driving the implementation of new initiatives and ensuring team compliance.

Requirements

Possess a completed graduation degree. Have at least one year of experience in people or process management, customer support, analytics, stakeholder relations, or project management. Demonstrate mandatory proficiency in both English and Hindi. Possess Telugu language capabilities as a distinct advantage. Exhibit strong analytical thinking and problem-solving skills.

Maintain a solid grasp of customer support operations and key performance indicators. Show capability to lead a team within a high-pressure, rapid-paced environment. Be fully available and adaptable to 24/7 rotational shift schedules.

Benefits

Salary upto 45k in hand + pf + incentives