Team Lead
14 hours ago
A leading provider of customized Business Process Management (BPM) services, Firstsource is a trusted custodian and long-term partner to 100+ top brands worldwide.
Job SummaryWe are seeking an experienced Team Lead to join our dynamic team. As a Team Lead, you will be responsible for leading a team of customer service associates and motivating them to achieve excellent performance metrics.
Your key responsibilities will include:
- Leading a team of 12-20 customer service associates and ensuring they meet or exceed performance targets
- Consistently achieving all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) set by clients with strict adherence to quality parameters
- Floorwalking regularly to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous, and accurate responses to customers
You will also be responsible for:
- Providing feedback and coaching to team members to enhance their performance
- Interacting with the quality team to seek feedback on the team's performance and quality scores
- Conducting regular appraisals and providing feedback to team members
To succeed in this role, you will require strong organizational, planning, and analytical skills, as well as basic arithmetic and statistical skills for data analysis and report generation. Problem-solving skills and the ability to work effectively in a team environment are also essential.
The ideal candidate will have a minimum of 3 years of experience in team handling for voice processes and a strong understanding of operational requirements.
In return for your hard work and dedication, you can expect a competitive salary of around $50,000-$70,000 per annum, depending on your level of experience and qualifications.
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