Mandatory details/Skills-

Lead, manage, and motivate a team of customer support executives to achieve performance targets

Monitor daily operations, ensuring SLAs and KPIs (AHT, CSAT, FCR) are consistently met

Handle escalated customer queries and provide timely resolution

Conduct regular team briefings, coaching sessions, and performance reviews

Analyze reports and identify areas for process improvement and efficiency

Ensure high-quality customer interactions through call monitoring and feedback

Collaborate with cross-functional teams to resolve complex customer issues

Train and onboard new team members, ensuring adherence to company policies

Maintain team productivity, attendance, and engagement levels

Drive customer satisfaction and continuous improvement initiatives

Key Skills Required

4 years of experience in customer support/call center, with at least 1–2 years in a team lead role

Strong leadership and team management skills

Excellent communication skills (verbal and written)

Experience handling escalations and complex customer issues

Proficiency in CRM tools and MS Office

Flexibility to work in shifts (if required)

Immediate joiners preferred

Email - rebecca@tascoutsourcing.com

TASC Outsourcing

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