Team Lead
2 days ago
Team Lead – Customer Support (International Voice Process)
Location:
Airoli,Navi Mumbai
Salary:
Upto 8 LPA
Shift:
Night Shift (US Process)
Work Mode:
Work from Office
Experience:
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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