Urbanic Team Leader

Job Title: Team Leader - Customer Support

Location: Gurugram
Work Mode: Work from Office (WFO)
Shift: Rotational / 24×7

Role Overview

The Team Leader - Customer Support will be responsible for managing guiding and driving the performance of a customer support team to deliver high-quality service across chat email and/or voice channels. This role focuses on people management performance optimization SLA adherence and customer escalation handling.

Key Responsibilities

• Lead mentor and manage a team of Customer Support Executives

• Drive team performance across key KPIs including AHT CSAT Quality Productivity Attendance and SLA adherence

• Conduct daily team huddles performance reviews and motivational sessions

• Handle and resolve customer escalations to ensure timely and satisfactory outcomes

• Coordinate with Quality Training Operations Workforce and Client teams for calibration and process improvements

• Prepare and present daily weekly and monthly MIS and performance reports

• Identify skill gaps and training needs; conduct coaching and feedback sessions

• Manage rosters shrinkage leave planning and workforce utilization

• Ensure compliance with company policies SOPs and client requirements

Required Skills & Competencies

• Strong people management and leadership skills

• Excellent verbal and written communication abilities

• Strong analytical skills with working knowledge of Excel and reporting tools

• Proven problem-solving and decision-making capabilities

• Hands-on experience with CRM and ticketing platforms (Freshdesk or similar)

• Ability to work in rotational shifts

Qualifications & Experience

• Graduate in any discipline

• 2-4 years of total experience with at least 1 year in a Team Leader role

• Prior experience in E-commerce Fashion or Customer Support domains (e.g. Urbanic Myntra Nykaa etc.) preferred

Work Schedule

• 9 hours per day including a 1-hour break

• 6-day rotational workweek
  
  

Key Skills
Hyperion,Acquisition,Asset,ABAP,Basic,Activex
Employment Type : Full Time
Experience: years
Vacancy: 1