Trigent Software Inc | Team Lead
23 hours ago
Location: Bangalore, India
Experience Required: 5 Years
Position Overview:
We are looking for a motivated and experienced Team Lead to oversee our International Voice Process team in Bangalore. The ideal candidate will have a proven track record in managing teams, ensuring high levels of customer satisfaction, and driving operational excellence.
Key Responsibilities:
Lead and manage a team of customer service representatives, ensuring adherence to quality standards and performance metrics.
Monitor team performance, provide coaching, and conduct regular performance reviews to foster professional development.
Handle escalated customer issues and provide timely resolutions to enhance customer satisfaction.
Implement process improvements to optimize efficiency and service quality.
Collaborate with management to develop strategies that drive team productivity and engagement.
Conduct training sessions and workshops to enhance team skills and knowledge.
Prepare and present performance reports to stakeholders, highlighting achievements and areas for improvement.
Maintain a positive work environment and promote team collaboration.
Qualifications:
Bachelor’s degree in any field.
Minimum of 5 years of experience in a Team Lead role within an international voice process.
Strong understanding of customer service principles and practices.
Proven leadership and people management skills.
Excellent communication and interpersonal skills.
Proficiency in performance metrics and reporting tools.
Skills:
Strong analytical and problem-solving abilities.
Ability to work in a fast-paced environment and manage multiple priorities.
Proficient in MS Office (Excel, PowerPoint, Word).
Familiarity with CRM software and call monitoring tools.
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