The Hird - USA
Website:
thehird.com
Job details:
Hi , Candidates
Team Lead – Customer Support (International Voice Process)
📍 Location: Airoli (Work from Office)
💰 Salary: Upto 7 LPA
🕐 Shift: Night Shift (US Process)
📅 Work Mode: Work from Office
👨 💼 Experience: Minimum 1+ Years (As a team lead on paper)
Role Overview:
We are looking for a passionate and experienced Team Leader – Customer Support to lead a high-performing international voice team. The ideal candidate will have strong leadership experience in managing large teams, driving performance through data-driven decisions, and ensuring a superior customer experience across inbound and outbound operations.
Key Responsibilities:
- Lead and manage a team of 20+ associates in International Voice Support (Inbound & Outbound).
- Conduct regular performance reviews, coaching, and feedback sessions to drive productivity.
- Analyze daily/weekly reports to identify trends and improvement opportunities.
- Manage escalations efficiently while maintaining customer satisfaction at the core.
- Ensure 100% compliance with company policies, attendance, and shift rosters.
- Excellent communication (verbal & written) and interpersonal skills.
- Hands-on experience in performance management, coaching, and RCA (Root Cause Analysis).
- Proficiency in CRM tools (Salesforce, MS Office 365) and reporting dashboards.
- Should be comfortable with night shifts and immediate joiners will be preferred.
Education:
Graduate in any discipline (mandatory).
Click on Apply to know more.