International BPO Voice Process Leader
6 days ago
About Demographic HR Services:
We are a global leader in providing innovative customer service solutions. Our mission is to deliver exceptional services that meet and exceed client expectations. We value diversity, inclusivity, and collaboration in our workplace.
Job Description:
The Team Leader will be responsible for leading a high-performing Customer Service (Voice) team. Key responsibilities include ensuring CSAT and ASAT scores are consistently met, monitoring TLM, and implementing strategies to enhance team performance and engagement. The successful candidate will also be responsible for training and coaching team members, managing escalations, and tracking and reducing attrition and shrinkage.
Key Skills and Qualifications:
- Experience as a Team Leader in an International BPO (Customer Service - Voice Process)
- Strong understanding of CSAT, ASAT, and TLM 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
Benefits:
- Fast-track career growth opportunities
- Global exposure working with a leading international BPO
- Training and development opportunities to enhance leadership and customer service skills
- Competitive salary and incentives for performance
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