Team Lead

About the role

We are looking for a proactive Team Lead to strategize and manage a group of Customer Care and Technical Support agents. The role involves ensuring end‑to‑end handling of customer enquiries across billing, complaints, sales support and collections while fostering a customer‑centric culture.

Key responsibilities

• Meet team and individual performance objectives through effective feedback, coaching and support.
• Minimize escalations by coaching agents and handling escalated calls to achieve optimal outcomes.
• Maintain a physically co‑located team, providing real‑time walk‑around feedback and monitoring calls.
• Promote organic learning, run team rituals, celebrate successes and iterate processes.
• Identify and implement best practices, ensuring clear communication with all stakeholders.
• Leverage metrics to drive performance while balancing business judgement and customer issue resolution.

Required profile

• Strong leadership with at least three years of team‑lead experience.
• Excellent communication and interpersonal skills.
• Ability to develop coaching strategies, handle constructive conflict and drive accountability.
• High emotional intelligence and empathy for diverse cultures.
• Proactive attitude toward employee development and change management.

Required skills