Customer Service Team Lead

2 days ago


Hyderabad, Telangana, India Firstsource Full time

Company Overview

We are a leading provider of customized Business Process Management (BPM) services. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across various industries.

Our Clientele includes Fortune 500 & FTSE 100 companies, with operations in the US, UK, India, and Philippines.

To learn more about our company please visit our website location

Job Description

As a Team Lead, you will be responsible for leading a team of customer service associates and motivating them to achieve team SLA. You will consistently achieve all KPI's and SLA's set by clients with strict adherence to Quality parameters.

Key responsibilities include:

  • Leads a team of 12- 20 customer service associates and motivates them to achieve team SLA.
  • Consistently achieves all KPI's and SLA's set by clients with strict adherence to Quality parameters.
  • Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

You will also prioritize and assign work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary.

Devises strategies to minimize attrition & absenteeism.

Required Skills and Qualifications

A Graduate is required for this position.

The ideal candidate should have strong organizational, planning, and analytical skills.

Basic arithmetic and statistical skills for analysis of data and generation of reports.

Problem solving skills.

Salary and Benefits

$60,000 - $80,000 per annum

We offer competitive salaries and benefits package, which includes health insurance, retirement savings plan, paid time off, and employee recognition programs.

About Us

We are a trusted custodian and long-term partner to 100+ leading brands, and we take pride in providing high-quality business process outsourcing services.



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