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Customer Service Team Lead

4 months ago

Mohali district, India Three Across Full time

Job Title: Team Leader


Job Summary:

Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Team member delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules.


A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. You must be adept at creating reports of your team’s performance and documenting feedback from your client.


About the Client:

Our client is a global leader in providing outsourced business services, specializing in customer experience and back-office support.


Skills Required

  • Minimum 4+ years of experience in International BPO & with at least 1 year of relevant Team Lead experience
  • Must have previous experience working on the voice/phone, email and live chat customer support roles or should have experience in Blended process
  • Should have managed at least 10+ team members while working in a customer support role within an outsourcing or similar company
  • Excellent verbal and written communication skills along with above-average technical know-how
  • Familiar with E-Commerce, ZenDesk, or any other CRM tools
  • Flexible and willing to work different shifts


Experience: 4 Years+


Education: Bachelor's Degree


Job Location: Mohali & Indore, India