Team Leader- Customer Service

Job Title:Team Leader

Job Location:Navi Mumbai

Position Overview:

A focused and target-oriented Team Leader is sought to join our team. Individual would be responsible for leading and managing a team of sales and customer service representatives to achieve sales targets, deliver exceptional customer experiences and drive business growth. Utilizing their expertise in sales techniques, customer relationship management and leadership, the candidate would provide guidance, support and coaching to the team members fostering a collaborative team culture and promoting performance excellence. This role requires prior experience in a BPO or similar environment, with a preference for candidates who have demonstrated expertise in end-to-end sales closures especially in travel and tourism industry related processes.

Key Responsibilities:

· Lead, mentor and motivate a team of sales and customer service associates providing guidance, direction and support to achieve individual and team goals.

· Foster a positive team environment promoting collaboration, communication and accountability among team members to maximize productivity and performance.

· Set clear sales targets, delivery of exceptional customer service and personalized experience to clients, create key responsible areas (KRA's) and key performance indicators (KPIs) for the team aligning objectives with company goals and priorities.

· Monitor team performance against sales targets, (KPI's) track progress and implement strategies to address performance gaps and drive sales growth.

· Coach team members on effective customer engagement techniques, problem-solving skills and relationship-building strategies to enhance customer satisfaction and retention.

· Analyse market trends, competitor activities and customer feedback to identify sales opportunities, market segments and product enhancements to support business growth.

· Conduct regular performance evaluations, one-one coaching sessions and team meetings.

· Identify training needs, skill gaps and performance improvement opportunities, developing action plans to address improvement areas.

· Ensure adherence to sales processes, service standards and operational procedures maintaining compliance with regulatory requirements and industry best practices.

· Collaborate with cross-functional team, including operations, training, quality, recruitment, marketing and finance to streamline processes, resolve issues and optimize efficiency in sales and sales delivery,

Qualifications & Skills:

· Bachelor's degree in Business administration, Management or a related field.

· 3+years of proven experience in sales, customer service and team leadership roles within the BPO, Travel and tourism or consumer services Industry.

· Excellent leadership, communication and interpersonal skills with the ability to inspire, motivate and empower team members to achieve excellence.

· Result-oriented mindset with a track record of achieving sales targets, driving revenue growth and maximizing customer satisfaction.

· Proficiency in using CRM systems, sales analytical tools and Microsoft Office Suite for performance monitoring, data reporting, and analysis.

· Adaptability, resilience and a customer-centric approach to problem-solving and decision making in a fast-paced and dynamic environment.

Why Join Us?

· Competitive salary.

· Exposure to International clients and services.

· Opportunities for career growth and development.

Abou BVS Global

We are the market pioneers in the verification, attestation, visa, Immigration and BPO segments. We provide exemplary services for our customers as we are completely attuned to the industry's needs. We boast a strong, unrivalled presence in more than 100 countries, making the whole process even smoother.

Job Type: Full-time

Pay: ₹60, ₹80,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• Team Handling: 4 years (Required)
• Team management: 4 years (Required)
• International voice process: 4 years (Required)
• Customer service: 4 years (Required)

Language:

• Excellent Communication skills (Required)

Location:

• Navi Mumbai, Maharashtra (Required)

Work Location: In person