Team lead
1 day 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, Power Point, Word).
- Familiarity with CRM software and call monitoring tools.
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