VoIP Support(Non-Voice Process) - Team Lead

Job Description – Team Lead - Customer Support Representative (Non-Voice Process)

We are seeking a highly motivated and experienced Team Lead to manage and mentor a team of Customer Support Representatives (CSRs) in a non-voice process. The ideal candidate will be responsible for ensuring smooth day-to-day operations, meeting service level agreements (SLAs), and maintaining high customer satisfaction levels.

Roles & Responsibilities :

1. Team Management & Leadership :

• Supervise, coach, and mentor a team of CSRs to achieve performance targets.
• Monitor daily operations and allocate tasks to ensure workflow efficiency.
• Conduct regular team meetings to share updates, address concerns, and motivate team members.

2. Performance Monitoring :

3. Process Management :

4. Training & Development :

5. Reporting & Documentation :

Qualification and Skills

Working Days : 6 Days

Timings & Week Offs : Rotational Shifts (Rotational Week offs)

Skills Required

Analytical Abilities, Microsoft Teams, Problem-solving