Team Leader Customer Service Non Voice Process

4 days ago

Gandhinagar, Gujarat, India CONVICTION HR PRIVATE LIMITED Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title Team Leader Customer Service Non Voice Process Department Operations Customer Service Non Voice Experience 4 8 years minimum 2 years as Team Leader in an International BPO Shift Rotational shifts with rotational week offsJob Summary We are seeking an experienced Team Leader Customer Service for our Non Voice operations in GIFT City Gandhinagar The ideal candidate will bring leadership experience from International BPOs with a strong track record of managing email based customer service teams Key Responsibilities Lead and manage a team of Customer Service Associates handling email support for international clients Drive key performance metrics including CSAT AHT FCR and adherence Monitor daily operations review quality and ensure timely resolution of customer issues Coach mentor and conduct regular performance appraisals for team members Handle escalations and complex customer queries professionally Maintain accurate reports and dashboards on team performance and service levels Collaborate with other departments to ensure smooth operations Support recruitment training and onboarding of new team membersKey Requirements 4 8 years of experience in International BPOs with at least 2 years in a Team Leader role Proven experience managing non voice email based customer service teams Strong leadership people management and communication skills Flexible to work in rotational shifts and rotational week offs Ability to perform under pressure and deliver results Familiarity with CRM tools and reporting systems

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