Team Leader For international process

2 days ago

Jaipur, Rajasthan, India Teleperformance (TP) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Roles and Responsibilities

  • Manage a team handling international chat processes, ensuring excellent customer service delivery.
  • Oversee the entire team's performance, including AHT management, CSAT improvement, attrition control, shrinkage reduction, SLA adherence, KPI tracking, and people management skills.
  • Develop and implement strategies to enhance team productivity, efficiency, and overall success.
  • Collaborate with cross-functional teams to resolve complex issues and drive business growth.
  • Ensure compliance with company policies, procedures, and regulatory requirements.

Joiner preference: Immediate joiners only.

Overview We are seeking a highly experienced and motivated individual to join our team in Bangalore as a Team Lead and Subject Matter Expert (SME) for Social Media Escalations. The successful candidate will be responsible for overseeing a team of specialists who handle and resolve complex and sensitive customer issues that come through various social media platforms. This is a non-voice role, so strong written communication and problem-solving skills are essential.

Roles and responsibilitiesTeam leadership:

  • Manage, mentor, and motivate a team of social media escalation specialists to achieve performance targets.
  • Conduct regular team meetings to discuss updates, feedback, and performance.
  • Monitor team performance metrics, such as resolution time and customer satisfaction scores, to identify areas for improvement.
  • Create and manage team schedules to ensure adequate coverage and adherence to service-level agreements (SLAs).

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