Customer Service Team Lead

1 week ago


Kolkata, West Bengal, India Demographic HR Services Full time
We're Hiring: Team Leader - Customer Service (BPO - International Voice Process)

Location: Kolkata

Shift Timings: 24/7

Working Days: 5 Days

Transport: One-way cab available

CTC: 6,80,000 - 7,20,000

Notice Period: 30 days or Immediate Joiners

Female Candidates Preferred

Are you an experienced Team Leader with expertise in CSAT, ASAT, TL Matrix, and people management? Do you have the leadership skills to drive customer satisfaction while managing a high-performing team? If yes, this exciting opportunity is for you

Key Responsibilities:

Lead & Supervise daily operations of the Customer Service (Voice) team.

Ensure CSAT (Customer Satisfaction) & ASAT (Agent Satisfaction) scores are consistently met.

Monitor TL Matrix and implement strategies to enhance team performance & engagement.

Train & Coach team members on customer handling, problem resolution, and quality parameters.

Manage escalations, ensure quick resolutions, and drive a customer-first approach.

Track and reduce attrition & shrinkage through proactive engagement & motivation strategies.

Identify and improve bottom quartile performers by implementing personalized coaching plans.

Ensure KPI adherence while fostering a positive and productive work environment.

Key Skills and Knowledge:

Experience as a Team Leader in an International BPO (Customer Service - Voice Process).

Strong understanding of CSAT, ASAT, and TL Matrix to drive customer & employee satisfaction.

Excellent communication skills (verbal & written) for handling escalations professionally.

Proven leadership skills - Motivate, mentor, and develop a high-performing team.

Data-driven mindset - Ability to analyze and implement improvements based on metrics.

Experience in managing attrition, shrinkage, and bottom quartile performers.

Qualifications:

Experience: 2+ years as a Team Leader in Customer Service (International Voice).

Education: Graduate (Any Discipline).

Why Join Us?

Fast-track Career Growth - Leadership development & career advancement opportunities

Global Exposure - Work with a leading international BPO.

Training & Development - Enhance your leadership & customer service skills.

Competitive Salary & Incentives - Get rewarded for your performance

How to Apply?

Apply now by filling out the form below:

Application Form

Contact: Call/WhatsApp: 05

Email:

If you're a female leader ready to drive CSAT, ASAT, and TL Matrix improvements while leading an exceptional team, we want YOU

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