Team Lead

3 days ago

Mumbai, Maharashtra, India The HIRD Full time ₹ 4,00,000 - ₹ 8,00,000 per year

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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