Customer Support Team Lead/Assistant Manager
2 Nos.
139847
Full Time
2.0 Year(s) To 5.0 Year(s)
3.00 LPA TO 5.00 LPA
ITES / BPO / KPO / Customer Service / Operations
Banking/Financial Services
Any - Any Graduation
Job Description:
Job Summary
We are looking for an experienced Team Lead to manage Inbound and Outbound Email & Chat
operations for the process. The candidate will be responsible for driving sales
performance, managing team productivity, ensuring service excellence, and achieving business
targets.
Key Responsibilities
Team Management
∙Lead, coach, and motivate a team of Email & Chat Executives.
∙Monitor attendance, productivity, and adherence to process guidelines.
∙Conduct regular performance reviews, feedback sessions, and team huddles.
∙Handle customer and process escalations effectively.
Sales & Target Achievement
∙Drive team sales performance and ensure achievement of monthly targets.
∙Monitor conversion rates and implement strategies to improve results.
∙Promote upselling and cross-selling opportunities through customer interactions.
∙Track and report daily, weekly, and monthly sales performance.
Operations & Quality
∙Ensure timely resolution of customer queries within defined SLAs.
∙Maintain high standards of customer experience and communication quality.
∙Monitor KPIs including Productivity, Quality, CSAT, and Revenue.
∙Coordinate with Quality, Training, and Operations teams for continuous improvement.
Reporting & Process Improvement
∙Prepare and share performance reports with management.
∙Analyze team performance data and implement corrective action plans.
∙Identify process gaps and recommend improvements to enhance efficiency and results.
Required Skills
∙Minimum 2+ years of experience as a Team Leader in BPO, Customer Support, Sales,
Email, or Chat processes.
∙Strong team handling and people management skills.
∙Proven ability to drive sales and achieve targets.
∙Excellent communication, coaching, and problem-solving abilities.
∙Good knowledge of MS Excel, CRM tools, and performance reporting.
∙Ability to work in a fast-paced, target-driven environment.
Preferred Profile
∙Experience in Financial Services, FinTech, Credit Card, Loan, or Credit-related processes
is preferred.
∙Strong leadership mindset with a focus on customer satisfaction and business growth.
Desired Profile / Criteria / Skills :
Experience: Minimum 2+ years as a Team Leader
Open Positions: 2
- 1 – Outbound
- 1 – Inbound Email & Chat
Department: Customer Support / Sales Operations
Key Skills :
Company Profile
The company is a fintech digital lending platform providing instant short-term personal loans through a fully online process in partnership with RBI-registered NBFCs. Founded in 2017, the company focuses on improving access to quick credit for salaried professionals and operates through a fast, paperless approval system with loan disbursal in minutes.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.