Say hello to possibilities.
It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
This is where you and your skills come in. We’re currently looking for: Team Leader
Position Objective: The Customer Support Team Leader manages a team of Technical Support agents, ensuring exceptional customer experience through coaching, performance management, and operational excellence. Responsible for day-to-day team operations, agent development, and meeting service level targets.
Key ResponsibilitiesSupervise and coach technical support agents handling voice, email, and chat support channels
Conduct daily team briefings on performance metrics, product updates, and policy changes
Deliver ongoing coaching through 1:1s, triads, and side-by-side observations
Monitor real-time performance and provide floor support to ensure SLA adherence
Identify skill gaps and partner with enablement teams to address training needs
Review calls, chats, and emails to ensure quality standards and compliance
Manage escalated customer interactions and complex technical issues
Monitor CSAT and DSAT predictions, executing recovery strategies for at-risk interactions
Analyze Voice of Customer (VOC) feedback and implement improvement actions
Drive open case management and resolution within established timeframes
Track and manage team performance against KPIs including productivity, quality, and customer satisfaction
Ensure team completion of required upskilling courses and certifications
Maintain adherence to company policies, procedures, and compliance requirements
3-5 years of technical support experience in a call center or BPO environment
1-2 years of team lead, supervisor, or people management experience
Proven track record of coaching and developing high-performing teams
Strong technical aptitude with ability to troubleshoot and guide agents through complex issues
Experience managing performance metrics (CSAT, AHT, FCR, quality scores)
Excellent communication skills with ability to interact effectively across all organizational levels
Proficiency with Google Workspace
Experience with VOIP, networking, or call center technology solutions
Background in implementation, consulting, or technical support for telecommunications
Leadership - Motivates and inspires team members to exceed performance goals
Decision Making - Acts decisively to resolve team and customer issues
Communication - Clearly articulates expectations and provides constructive feedback
Analytical Thinking - Uses data to identify trends and drive performance improvements
Adaptability - Thrives in a fast-paced, high-volume environment with changing priorities
Customer Focus - Advocates for customer needs while balancing business objectives
RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
Top Skills
RingCentral Gurugram, Haryana, IND Office
Gurugram, Haryana, India
