Team Leader Voice Process

3 days ago

Mumbai, Maharashtra, India Zigsaw Full time
Position: Team Leader Voice Process Location: Mumbai The Role:
As a Team Leader for the Voice Process in an international calling environment, you will be responsible for leading and managing a team of customer service representatives. Your role will involve overseeing the day-to-day operations, ensuring service quality, and achieving performance targets. Responsibilities:  Team Management:  Oversee day-to-day operation  Supervise and guide a team of customer service representatives.  Assign tasks and set performance goals to achieve targets.  Provide coaching and training to team members for skill development.  Monitor individual and team performance and provide regular feedback.  Motivate and inspire the team to deliver exceptional customer service.  Process Execution:  Ensure smooth operations and adherence to established processes.  Handle escalations and resolve customer complaints or issues.  Collaborate with other teams or departments to resolve complex problems.  Conduct regular team meetings to discuss updates, goals, and challenges.  Maintain accurate records of team performance and service metrics.  Quality Assurance:  Monitor and evaluate calls to ensure quality standards are met.  Provide feedback and coaching to team members to improve performance.  Implement quality improvement initiatives to enhance customer satisfaction.  Conduct regular audits to identify areas for improvement and address training needs.  Performance Management:  Set performance targets and track individual and team performance.  Analyze performance data and identify trends or areas of improvement.  Develop action plans to address performance gaps and drive results.  Recognize and reward high-performing team members.  Prepare performance reports and present them to the management team.  Communication and Collaboration:  Foster a positive and collaborative work environment.  Communicate effectively with team members and stakeholders.  Coordinate with other teams to ensure seamless operations.  Act as a liaison between the team and upper management.  Provide regular updates on team performance and operational issues.  Qualifications and Skills:  Bachelor's degree in a relevant field (preferred).  1 to 2 years of experience working as a Team leader in an international voice process.  Strong knowledge of customer service principles and practices.  Excellent verbal and written communication skills.  Ability to motivate and inspire a team to achieve goals.  Proficiency in using customer service software and tools.  Ability to multitask and prioritize tasks effectively.  Strong organizational and time management skills.  Flexibility to work in shifts and handle a fast-paced environment.  Good PC skills, especially MS Excel  Time-management skills    Shift Timing: Rotational Note: Ready to Negotiate for right candidate.

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