Team Lead

24 hours ago

Jamnagar, Gujarat, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 21,00,000
Job Title: Team Lead - Voice Operations

About the Role:

This is an exciting opportunity for a highly skilled and experienced team lead to join our organization in a voice operations role.

The ideal candidate will have a proven track record of leading high-performing teams, driving business results, and delivering exceptional customer experiences.

Key Responsibilities:
  1. Team Management:
    • Supervise a team of voice agents to ensure they are meeting performance targets and providing excellent customer service.
    • Monitor team performance and make adjustments as needed to drive business results.
  2. Operations Oversight:
    • Ensure smooth daily operations of the voice process by managing escalations and resolving complex customer issues.
    • Maintain service level agreements (SLAs) and ensure quality standards are met.
  3. Training and Development:
    • Assist in onboarding and training new team members to ensure they have the skills and knowledge needed to succeed in their roles.
    • Organize regular skill development and process refresher sessions to keep team members up-to-date with the latest procedures and technologies.
  4. Reporting and Analysis:
    • Track and report team metrics to identify trends, gaps, and areas for improvement.
    • Analyze data to inform business decisions and drive continuous improvement.
  5. Client and Stakeholder Communication:
    • Liaise with international clients and internal stakeholders to ensure that their needs are being met and that they are satisfied with the services provided.
    • Share updates, feedback, and improvement plans with stakeholders to maintain open and transparent communication.
Requirements:
  • Proven experience as a team lead or manager in a contact center environment.
  • Strong leadership and management skills, including the ability to motivate and inspire team members.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
  • Ability to analyze data and make informed business decisions.
What We Offer:
  • A competitive salary and benefits package.
  • Ongoing training and development opportunities to help you grow and succeed in your career.
  • A dynamic and supportive work environment with a talented team of professionals.

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