Team Lead

6 days ago

Delhi, India The HIRD Full time

Team Lead – Customer Support (International Voice Process)Location: Airoli,Navi MumbaiSalary: Upto 8 LPAShift: Night Shift (US Process)Work Mode: Work from OfficeExperience: Minimum 2+ Years (Customer Support – International Voice Process)Key Responsibilities:Lead and manage a team of 20+ associates in International Voice Support (Inbound & Outbound).Ensure adherence to key metrics including AHT, CSAT, FCR , and Quality SLAs .Conduct regular performance reviews, coaching, and feedback sessions to drive productivity.Analyze daily/weekly reports to identify trends and improvement opportunities.Manage escalations efficiently while maintaining customer satisfaction at the core.Collaborate with cross-functional teams (Quality, Training, WFM) to enhance process efficiency.Ensure 100% compliance with company policies, attendance, and shift rosters.Required Skills & Experience:Minimum 2 + years of experience in Customer Support – International Voice Process .Proven experience handling Inbound and Outbound Voice Operations .Strong exposure to contact center metrics – AHT, CSAT, Attrition, and Quality.Demonstrated ability to lead large teams (20+) in a fast-paced BPO/Customer Service setup.Excellent communication (verbal & written) and interpersonal skills.Hands-on experience in performance management, coaching, and RCA (Root Cause Analysis) .Proficiency in CRM tools (Salesforce, MS Office 365) and reporting dashboards.Should be comfortable with night shifts and immediate joiners will be preferred.

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