Team Leaders Customer Service & Technical @ White Horse Manpower

Job Description

Job Description: Team Leader Customer Service (Call Center)

Company: White Horse Manpower Consultancy Pvt. Ltd.
Location: #12 Office 156, 3rd Floor, Jumma Masjid Golden Complex, Jumma Masjid Road, (Exit of Commercial Street), Bangalore 560051
Contact: Call Rina hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobile

Role: Team Leader Customer Service

Key Responsibilities:

• Lead and manage a team of 1020 customer service associates.

• Monitor daily performance, attendance, and productivity.

• Handle customer escalations and ensure resolutions within TAT.

• Achieve daily, weekly, and monthly CSAT and SLA targets.

• Conduct regular team huddles, briefings, and performance feedback.

• Prepare daily MIS, rosters, and reports for management.

• Maintain team discipline and control attrition.

Requirements:

• Minimum 1 year of team handling experience in a BPO or call center.

• Excellent communication and leadership skills.

• Flexible for rotational shifts.

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Job Description: Team Leader Technical Support (Call Center)

Role: Team Leader Technical Support

Key Responsibilities:

• Manage and supervise a team of 1020 tech support associates.

• Oversee technical escalations related to hardware, software, and networking.

• Ensure adherence to SLAs, TAT, and quality metrics.

• Monitor ticket resolutions and call quality.

• Conduct regular technical training and floor support.

• Maintain daily reports and dashboards.

Requirements:

• Minimum 1 year of experience in technical support team management.

• Good troubleshooting and service desk experience.

• Familiarity with ticketing tools (ServiceNow, Remedy, etc.) preferred.

• Flexible for rotational shifts.

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Keyskills:   sla management attrition control people management team handling csat floor management