Leadership Role: Mandarin Language Expert

5 days ago


Hyderabad, Telangana, India Firstsource Full time
About Firstsource

Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines.

We offer 'rightshore' delivery model solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals.

Career Opportunities

We invite applications for Team Lead - Chinese or Mandarin positions from candidates who can lead a team of 12-20 customer service associates.

As a Team Lead, you will be responsible for motivating your team to achieve Service Level Agreements (SLA) and consistently meeting Key Performance Indicators (KPI).

Job Responsibilities
  • Leverage strong organizational, planning and analytical skills to supervise, coordinate, and monitor activities of customer service associates.
  • Ensure prompt, courteous and accurate response to customers through effective planning, leading, controlling and organizing.
  • Conduct regular floorwalks to ensure efficient and qualitative operation.
  • Maintain high-quality standards by interacting with quality teams and seeking feedback on team performance.
Key Performance Indicators
  • Resolve escalations and process-related queries, handle grievances and coach team members to enhance performance.
  • Monitor calls/chat taken by associates, provide feedback and interact with quality teams to improve team quality scores.
  • Prioritize and assign work to associates, initiate corrective measures to resolve day-to-day work-related problems.
Requirements

A graduate degree is mandatory.

Compensation and Benefits

The estimated annual salary for this position is ₹8,50,000 - ₹10,00,000 depending on qualifications and experience.


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