Leadership Role

6 days ago


Kolkata, West Bengal, India Demographic HR Services Full time
Join Our Team:
We are seeking a talented Team Leader to lead our Customer Service team. As a key member of our leadership team, you will be responsible for driving customer satisfaction and employee engagement in our international voice process.

About the Role:
We are looking for a seasoned Team Leader with expertise in CSAT, ASAT, and TL Matrix. You will lead and supervise daily operations, ensuring consistent meeting of CSAT and ASAT scores. Additionally, you will monitor TL Matrix, implement strategies to enhance team performance and engagement, and train/coach team members on customer handling and quality parameters.

Key Responsibilities:
* Lead & Supervise daily operations of the Customer Service (Voice) team
* Ensure CSAT (Customer Satisfaction) & ASAT (Agent Satisfaction) scores are consistently met
* Monitor TL Matrix and implement strategies to enhance team performance & engagement
* Train & Coach team members on customer handling, problem resolution, and quality parameters
* Manage escalations, ensure quick resolutions, and drive a customer-first approach
* Track and reduce attrition & shrinkage through proactive engagement & motivation strategies
* Identify and improve bottom quartile performers by implementing personalized coaching plans
* Ensure KPI adherence while fostering a positive and productive work environment

What You'll Need:
* Experience as a Team Leader in an International BPO (Customer Service - Voice Process)
* Strong understanding of CSAT, ASAT, and TL Matrix to drive customer & employee satisfaction
* Excellent communication skills (verbal & written) for handling escalations professionally
* Proven leadership skills - Motivate, mentor, and develop a high-performing team
* Data-driven mindset - Ability to analyze and implement improvements based on metrics
* Experience in managing attrition, shrinkage, and bottom quartile performers
* Qualifications: Experience: 2+ years as a Team Leader in Customer Service (International Voice). Education: Graduate (Any Discipline)

Your Benefits:
* Fast-track Career Growth - Leadership development & career advancement opportunities
* Global Exposure - Work with a leading international BPO
* Training & Development - Enhance your leadership & customer service skills
* Competitive Salary & Incentives - Get rewarded for your performance

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