Team Lead - Inbound Customer Service

About the role

We are seeking an experienced and highly motivated Team Lead to oversee our Inbound Customer Support team for the Europe region. The ideal candidate will manage a team of support representatives, ensure excellent service delivery and maintain high customer satisfaction.

Key responsibilities

• Handle inbound customer queries and concerns through voice and email channels, ensuring prompt and effective resolution.
• Adhere to and consistently meet contractual Service Level Agreements (SLAs).
• Manage incoming workflow efficiently, guaranteeing timely response and resolution.
• Focus on team efficiencies and productivity, optimizing processes and resource allocation.
• Manage customer escalations, identify root causes, and prepare RCA reports.
• Drive team performance by setting benchmarks, providing coaching, and fostering a culture of excellence.
• Identify areas for improvement within processes and implement changes to enhance efficiency and satisfaction.
• Collaborate with cross‑functional teams to ensure seamless operations and continuous improvement.

Required profile

• Any Graduate or 10th + 12th + 3‑year Diploma.
• Minimum of 4 years overall experience, including at least 1 year as a Team Lead in an international inbound call centre.
• Strong problem‑solving and analytical abilities.
• Proficiency in using customer support tools, systems and applications.