Voice Process Team Lead

7 days ago

Chennai, Tamil Nadu, India beBeeSenior Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description

We are seeking an experienced professional to lead a high-performing team in our voice process. The ideal candidate will be responsible for driving team performance, ensuring high-quality customer interactions, and fostering a culture of excellence.

Key Responsibilities:
  1. Team Leadership: Lead, motivate, and coach a team of customer service representatives and team leads to achieve business objectives and deliver exceptional customer experiences.
  2. Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.
  3. Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.
  4. Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.
  5. Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.
  6. Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.
Mandatory Qualifications:
  • Excellent Communication Skills: Possess excellent verbal and written communication skills.
  • Problem-Solving Mindset: Demonstrate a problem-solving mindset.
  • Collaboration and Teamwork: Ability to work well as an individual and as part of a team.

Job Summary: We are seeking an experienced Senior Team Lead to join our international voice process team. The successful candidate will be responsible for leading a team of customer service representatives and team leads, driving team performance, and ensuring high-quality customer interactions.

Responsibilities
  • Responding to clients via both voice and written communication.
  • Utilizing workflow tools to manage your own workload.
  • Maintain accurate records of customer communication and discussions using the appropriate internal system/s.
  • Supporting or seeking support from other internal teams to ensure clients queries are answered and resolved.
  • Ensure that good client/consumer outcomes are at the center of all operational activity and decision making.
  • Deliver great client/consumer service and seek to exceed client/consumer expectations.
Requirements
  • Education: Bachelor's degree in any discipline.
  • Experience: Minimum 3-4 years of experience in a team lead or supervisory role in a voice process or customer service environment.
  • Skills:- Strong leadership and team management skills.- Excellent communication, interpersonal, and problem-solving skills.- Ability to work in a fast-paced environment and handle multiple priorities.- Familiarity with quality management systems and processes.
  • Language Skills: Proficiency in English language (speaking, reading, and writing).

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