Job Title: Team Leader Customer Support
Location: Ghansoli, Navi Mumbai
Job Type: Full-time
Department: Customer Support / Operations
Job Summary:
We are seeking an experienced and dynamic Team Leader to manage our Customer Support team within the banking domain. The ideal candidate will have a strong background in customer service, excellent communication skills, and hands-on experience in managing team performance, shrinkage, and attrition. This role requires a motivated individual who can lead by example, inspire team members, and ensure high-quality service delivery.
Key Responsibilities:
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Lead, manage, and motivate a team of customer support executives handling banking-related queries.
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Ensure achievement of key performance indicators (KPIs) including customer satisfaction, resolution time, and service quality.
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Monitor team attendance, productivity, and adherence to schedules.
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Analyze shrinkage and attrition trends, and implement effective strategies to control them.
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Conduct regular team meetings, one-on-ones, and performance reviews.
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Train and mentor team members to ensure professional growth and service excellence.
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Act as the point of escalation for complex customer issues.
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Prepare and present regular reports on team performance and improvement plans.
Required Qualifications:
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Graduate in any discipline.
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Proven experience in a Team Leader or supervisory role in Customer Support, preferably in the banking or financial services sector.
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Strong knowledge and practical understanding of shrinkage and attrition management.
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Excellent verbal and written communication skills in English.
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Ability to work under pressure and manage multiple priorities effectively.
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Proficient in MS Office and customer support tools/CRM systems.
Desired Skills:
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Strong leadership and motivational skills.
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Analytical mindset with attention to detail.
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Good interpersonal skills with a customer-first approach
