Customer Support Lead

Job Title: Customer Support Lead

Location: Noida sector 2
Experience: 3-7 yrs
Job Type: Full-Time

Job Description:

We are looking for a dynamic B2B Customer Support Lead to manage and oversee a team of inbound agents. The ideal candidate will be responsible for ensuring high customer satisfaction, improving team performance, and maintaining quality service standards.

Key Responsibilities:

Team Management:

• Supervise and lead a team of inbound agents, ensuring productivity and performance goals are met.
• Assign tasks based on skill sets and workload balance.
• Implement strategies to enhance employee retention and reduce attrition.

Performance Monitoring & Coaching:

• Track and evaluate individual and team performance using key metrics.
• Provide regular feedback, coaching, and training to improve skills and service quality.
• Conduct frequent quality audits and suggest improvements.

Customer Service & Quality Assurance:

• Ensure high-quality customer service and resolution of queries promptly and efficiently.
• Maintain quality standards through monitoring and feedback sessions.
• Enhance First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores.

Reporting & Analysis:

• Prepare reports on team performance, customer feedback, and call volume patterns.
• Manage shrinkage reports and attendance tracking to optimize workforce efficiency.
• Monitor Average Handle Time (AHT) and ensure adherence to service level agreements.

Operational Efficiency:

• Ensure optimal scheduling and shift coverage through effective roster management.
• Reduce shrinkage by addressing absenteeism and maintaining adherence to schedules.
• Analyze workload distribution to maintain balanced team operations.

Key Performance Indicators (KPIs):

• First Call Resolution (FCR): Percentage of customer issues resolved in the first call.
• Average Handle Time (AHT): Efficient call handling within expected time frames.
• Customer Satisfaction (CSAT): Positive feedback from clients on service quality.
• Quality Scores: Assessment based on predefined service and interaction criteria.
• Attendance & Punctuality: Adherence to work schedules and timely reporting.
• Shrinkage Control: Reduction in non-productive time, including breaks and meetings.

Required Skills & Qualifications:

• Bachelor's degree in Business Administration or related field (preferred).
• Minimum [X] years of experience in a leadership role within a B2B inbound team.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in performance tracking tools and CRM systems.
• Ability to handle conflict resolution and motivate teams effectively.

Why Join Us?

• Competitive salary and performance incentives.
• Growth opportunities within the organization.
• Employee engagement and wellness programs.
• A collaborative and supportive work environment.

If you have the leadership skills and expertise to drive a high-performing inbound team, apply now!

How to Apply:
Click on Apply Now or send your updated resume to ankita.chaturvedi@myoperator.co or career@myoperator.com