Customer Service Operations Team Lead

1 week ago


Mumbai, Maharashtra, India Firstsource Full time
Job Summary

A team lead role in a leading provider of customized Business Process Management (BPM) services requires a subject matter expert who can train and facilitate new recruits into live production anytime during their tenure. The ideal candidate should have prior experience in the sub-process, excellent leadership skills, and be able to motivate a team of 12-20 customer service associates to achieve the team's SLA.

The successful candidate will be responsible for project execution, monitoring KPIs, and target compliance. They will also oversee effective resource allocation to meet both productivity and quality metrics. Additionally, they will document issues as needed and ensure adherence to policy and procedures.

This is an excellent opportunity for an experienced leader to join a dynamic team and contribute to the success of a reputable company.

Key Responsibilities
  • Leads a team of customer service associates and motivates them to achieve the team's SLA
  • First-level escalation point of contact for the local BU/Global Team
  • Responsible for project execution, monitoring KPIs, and target compliance
  • Oversees effective resource allocation to meet both productivity and quality metrics
  • Documents issues as needed and ensures adherence to policy and procedures
Requirements
  • Excellent leadership skills
  • Prior experience in the sub-process
  • Ability to motivate a team of customer service associates
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
Working Environment

The successful candidate will be working in a fast-paced, dynamic environment with a talented team of professionals. The company offers a competitive salary range of $60,000 - $80,000 per annum, depending on experience, plus additional benefits including health insurance, retirement plan, and paid time off.



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