Job Description

Job Title: Telecaller Team Lead - Customer Support

Location: Madhapur, Hyderabad

Experience: Minimum 3-5 years in customer support, team management, or a supervisory role

Position Overview :

We are seeking an experienced Telecaller Team Lead to lead a dynamic team of customer support agents.

The role involves handling customer escalations, resolving issues efficiently, managing team performance, ensuring data accuracy, and achieving team sales targets.

The ideal candidate will be responsible for coordinating with various departments to resolve customer concerns and ensure high productivity.

Key Responsibilities:

1 . Customer Escalation Handling :

? Manage and resolve customer escalations promptly and professionally.

? Work with customers to address their concerns and ensure a high level of satisfaction.

2. Team Management:

? Lead and motivate a team of telecallers, ensuring high performance and morale.

? Conduct regular team meetings, provide feedback, and identify areas for development.

? Monitor daily productivity and KPIs to ensure team targets are met.

3. Issue Resolution & Interdepartmental Coordination:

? Collaborate with different departments (such as operations, sales, and support) to resolve customer issues effectively.

? Ensure smooth communication between teams to streamline problem-solving.

4. Sales Target Achievement: ? Monitor and support the team in achieving sales targets and other business goals.

? Implement strategies to improve conversion rates and meet sales objectives.

5 . Data Management & Reporting:

? Oversee the management and accuracy of customer data and interactions.

? Prepare and submit regular reports on team performance, customer issues, and sales results.

6. Process Improvement:

? Identify opportunities to improve call handling processes, customer interaction workflows, and overall team efficiency.

? Suggest actionable improvements to management based on team performance and customer feedback.

Required Skills:

? Proven experience in a customer support role with at least 2 years in a supervisory or leadership position.

? Strong team management and leadership skills.

? Ability to handle customer escalations and resolve issues effectively.

? Excellent communication skills in English, Hindi, and Telugu (any 2).

? Analytical mindset with a focus on data-driven decision making.

? Ability to work under pressure and manage multiple priorities.

? Experience with CRM systems and reporting tools

Job Types: Full-time, Fresher

Pay: ?25,000.00 - ?35,000.00 per month

Schedule:

• Day shift

Education:

• Bachelor's (Preferred)

Work Location: In person