Customer Support Team Leader

Job Title: Team Lead – Customer Support / BPO OperationsCompany OverviewRadical Minds Technologies is a fast-growing Business Process Management (BPM) and outsourcing partner specializing in customer lifecycle management, contact center solutions, and advanced data analytics across diverse industries, including banking, travel, e-commerce, and healthcare.

Job SummaryWe are looking for an experienced, results-driven Customer Support Team Lead to manage day-to-day operations and guide our team of support executives. The ideal candidate will be responsible for driving team performance, maintaining high client satisfaction (CSAT), and ensuring compliance with operational metrics and SLAs.

• Key ResponsibilitiesTeam Leadership: Manage, mentor, and motivate a team of customer support associates (voice/non-voice/chat processes).
• Performance Monitoring: Track daily, weekly, and monthly team KPIs including:
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• CSAT (Customer Satisfaction)
• AHT (Average Handling Time)
• SLA Adherence
• Quality Scores & Productivity
• Coaching & Feedback: Conduct regular team huddles, one-on-one coaching sessions, and performance reviews to bridge skill gaps.
• Escalation Management: Act as the primary point of contact for complex customer complaints, ensuring timely and professional resolution.
• Operations & Reporting: Maintain daily MIS dashboards, prepare performance reports, and report directly to the Operations Manager.
• Workforce Management: Oversee roster management, team attendance, shrinkages, and ensure smooth shift operations.
• Cross-Functional Collaboration: Partner with Quality Assurance (QA) and Training teams to optimize process delivery and improve execution speed.
• Required Skills & QualificationsEducation: Graduate in any discipline (12th Pass with exceptional experience may be considered for specific domestic operations).
• Experience:
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• 3–5 years of total experience in a BPO or customer service environment.
• Minimum of 1 year of active experience as a Team Lead (TL) or Acting TL.
• Language Proficiency: Strong verbal and written communication skills. Fluency in regional languages (e.g., Kannada, Hindi, or English) depending on location requirements.
• Technical Skills: Proficiency in MS Excel (reporting, data tracking), CRM tools, and contact center telephony frameworks.
• Soft Skills: Strong conflict-resolution, decision-making, and stress management capabilities.