Customer Service Team Leader

1 week ago


Hyderabad, Telangana, India Firstsource Full time
About Firstsource

Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines.

Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

Job Overview

We are seeking an experienced Customer Service Team Leader to join our team in Hyderabad. As a key member of our leadership team, you will be responsible for leading a team of customer service associates and motivating them to achieve exceptional results.

This is a fantastic opportunity to work with a leading BPO company and contribute to the success of our clients. If you have a strong track record of leading high-performing teams and delivering excellent customer experiences, we encourage you to apply.

Responsibilities
  • Lead a team of 12-20 customer service associates and motivate them to achieve all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
  • Consistently achieve all KPIs and SLAs set by clients with strict adherence to quality parameters
  • Floorwalk regularly for at least 5 1/2 hours per day to supervise, coordinate, and monitor activities of customer service associates to ensure prompt, courteous, and accurate response to customers
  • Ensure an efficient and qualitative operation through effective planning, leading, controlling, and organizing
  • Develop and implement strategies to minimize attrition and absenteeism
  • Organize training programs for associates and conduct regular coaching sessions to enhance performance
  • Interact with other departments like HR and administration to develop and maintain effective rapport and resolve issues and inquiries pertaining to policies, statutory compliances, and administrative requirements
Requirements

To succeed in this role, you will need:

  • Min 2 years of experience as a team leader or equivalent in sales/up-selling
  • Strong organizational, planning, and analytical skills
  • Basic arithmetic and statistical skills for analysis of data and generation of reports
  • Problem-solving skills
  • Ability to lead and motivate a high-performing team
  • Excellent communication and interpersonal skills
What We Offer

We offer a competitive salary of ₹8.50 Lakhs per annum, plus benefits including health insurance, retirement plan, and opportunities for professional growth and development.

Based on the location and the job requirements, the estimated salary range is ₹800,000 - ₹950,000 per year.



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