Job Information: You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed. Location: Kolkata, India Key Responsibilities: • Manage, inspire, and mentor a group of Customer Support Agents (CSA). • Hold regular team meetings, evaluate performance, and offer helpful criticism. • Manage escalations and challenging situations while advising and supporting CSAs. • Make sure that all CSA tasks are completed smoothly and effectively. • Keep up with periodic updates and make sure the team follows them. • Conduct briefings & process updates to the team to improve their abilities. • Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. • Should make themselves approachable for CSAs. • Report any issues or challenges to the reporting manager immediately when needed. • Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor. • Assisting team members in identifying trends and establishing teams goals. • Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation. • Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency. Qualifications and Requirements: • A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable. • Fluent in English. At least C1 level. Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely. • Proficiency in CS (email & chat support). • Familiarity with performance metrics for CS processes • Strong team management and leadership abilities. • Excellent interpersonal and communication abilities. • Proficiency with software and tools for CS work is a plus. • Problem-solving and analytical thinking skills. • Ability to manage delicate material and perform under pressure. • Knowledge of the moral and legal issues involved in CS work . • Decisiveness and attention to detail