Job Description

Job Information:

You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed.

Location: Kolkata, India

Key Responsibilities:

• Manage, inspire, and mentor a group of Customer Support Agents (CSA).

• Hold regular team meetings, evaluate performance, and offer helpful criticism.

• Manage escalations and challenging situations while advising and supporting CSAs.

• Make sure that all CSA tasks are completed smoothly and effectively.

• Keep up with periodic updates and make sure the team follows them.

• Conduct briefings & process updates to the team to improve their abilities.

• Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Should make themselves approachable for CSAs.

• Report any issues or challenges to the reporting manager immediately when needed.

• Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.

• Assisting team members in identifying trends and establishing teams goals.

• Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.

• Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Qualifications and Requirements:

• A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable.

• Fluent in English. At least C1 level. Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.

• Proficiency in CS (email & chat support).

• Familiarity with performance metrics for CS processes

• Strong team management and leadership abilities.

• Excellent interpersonal and communication abilities.

• Proficiency with software and tools for CS work is a plus.

• Problem-solving and analytical thinking skills.

• Ability to manage delicate material and perform under pressure.

• Knowledge of the moral and legal issues involved in CS work .

• Decisiveness and attention to detail