Customer Service Team Lead Position
3 days ago
We're looking for a seasoned Team Leader with expertise in driving customer satisfaction, employee engagement, and team performance. If you have the leadership skills to motivate and develop a high-performing team, this exciting opportunity is for you.
Key Responsibilities:
- Lead and supervise daily operations of the Customer Service (Voice) team.
- Ensure CSAT and ASAT scores are consistently met.
- Monitor TL Matrix and implement strategies to enhance team performance and engagement.
- Train and 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 and shrinkage through proactive engagement and motivation strategies.
- Identify and improve bottom quartile performers by implementing personalized coaching plans.
- Ensure KPI adherence while fostering a positive and productive work environment.
Required Skills and Qualifications:
- Experience as a Team Leader in an International BPO (Customer Service - Voice Process).
- Strong understanding of CSAT, ASAT, and TL Matrix to drive customer and employee satisfaction.
- Excellent communication skills (verbal and 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).
Benefits:
- Fast-track Career Growth – Leadership development and career advancement opportunities.
- Global Exposure – Work with a leading international BPO.
- Training and Development – Enhance your leadership and customer service skills.
- Competitive Salary and Incentives – Get rewarded for your performance.
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