Voice Process Leader

1 week ago

Chennai, Tamil Nadu, India beBeeLeadership Full time ₹ 8,00,000 - ₹ 15,00,000
Customer Service Team Lead

We are seeking a skilled and experienced Customer Service Team Lead to join our organization.

The ideal candidate will possess excellent leadership, communication, and problem-solving skills, with the ability to work in a fast-paced environment and handle multiple priorities.

  • Respond to clients via both voice and written communication, ensuring high-quality customer interactions.
  • Manage multiple client queries simultaneously, utilizing workflow tools to optimize workload management.
  • Contribute to team targets, including service levels and quality measures, through effective leadership and coaching.
Senior Leadership Responsibilities

Lead, motivate, and coach a team of customer service representatives and team leads to achieve business objectives and deliver exceptional customer experiences.

Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.

Ensure adherence to quality standards, processes, and procedures, implementing corrective actions to address quality issues.

Identify areas for process improvement and collaborate with stakeholders to implement changes.

Requirements

Education: Bachelor's degree in any discipline.

Experience: Minimum 3-4 years of experience in a team lead or supervisory role in a customer service environment.

Skills:

∙ Strong leadership and team management skills.

∙ Excellent communication, interpersonal, and problem-solving skills.

∙ Ability to work in a dynamic environment and handle multiple priorities.

∙ Familiarity with quality management systems and processes.

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