Dedicated Leader Wanted

2 weeks ago

Hyderabad Secunderabad Telangana, India beBeeLeadership Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title:

Team Lead

Job Description

We are seeking an experienced Team Lead to lead and supervise a team of customer service representatives.

The successful candidate will be responsible for ensuring service quality and performance standards are met.

They will monitor daily operations, including call volume, SLAs, and KPIs.

Additionally, the Team Lead will conduct team meetings, performance reviews, coaching, and feedback.

They will perform quality assurance checks and resolve escalated customer issues.

The Team Lead will also develop and deliver training programs for new hires and ongoing development.

Furthermore, they will prepare performance reports and use analytics for decision-making.

The ideal candidate will have strong leadership, communication, and problem-solving skills.

They should also have proficiency in contact center software and CRM systems.

Knowledge of operational metrics (SL/AHT/FCR, etc.) is essential.

The Team Lead will have the ability to manage multiple priorities under pressure.

Required Skills and Qualifications

A Bachelor's degree is required for this position.

Minimum 7 years of contact center experience, with at least 2 years in a Team Lead role.

The ideal candidate must have experience in international voice.

Strong leadership, communication, and problem-solving skills are essential.

Proficiency in contact center software and CRM systems is necessary.

Knowledge of operational metrics (SL/AHT/FCR, etc.) is required.

Benefits

Flexibility to work in shifts, including evenings, weekends, and holidays.

Strong commitment to customer service and continuous improvement.

Why Join Us?

Be part of a dynamic and growing team.

Opportunities for leadership development.

Engage in impactful work shaping the future of our services.

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