Role: Customer Support Team Lead (Hindi Voice Process)

Experience: 4-6 years

Location: Trichy, WFO

Notice Period: Immediate to 30 days

** Excellent communication skills in English, along with proficiency in at least one local language (Hindi, Urdu, Bengali) **

Job Summary:

We are looking for an experienced Customer Support Team Lead for Voice process to lead our support team, ensuring high-quality service and continuous improvement.

Responsibilities:

• Excellent communication skills in English, along with proficiency in at least one local language (Hindi, Urdu, Bengali) to effectively communicate with diverse teams and clients.

• Manage and supervise a customer support team, setting clear performance goals.

• Handle escalated customer issues and ensure timely resolution.

• Monitor key KPIs (call quality, response times, customer satisfaction) and implement improvements.

• Track and document quality metrics, driving team training and performance enhancements.

Qualifications:

• Minimum 4 years of proven experience in managing a customer support team.

• Strong leadership and communication skills.

• Ability to analyze performance metrics and drive improvements.

• Proficiency in CRM and support software.

• Knowledge of quality assurance practices and metrics.