Team Leader- International Voice Program

4 days ago

Navi Mumbai, Maharashtra, India Fusion CX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Team Leader

Job Summary: The Team Leader is responsible for managing and guiding a team of customer service associates to ensure high-quality performance, adherence to company policies, and achievement of service level goals. This role requires strong leadership, analytical, and communication skills to drive team success and maintain customer satisfaction.

Key Responsibilities:


• Supervise and evaluate customer service staff, providing daily feedback and performance coaching.


• Monitor and assess agent calls to ensure service quality, compliance, and continuous improvement.


• Provide on-the-job support and assist team members as needed.


• Drive team performance to meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).


• Conduct training sessions to develop staff skills in customer service, communication, and company processes.


• Ensure all agents understand and comply with call center objectives, policies, and performance standards.


• Prepare performance reports and analyze operational data to support management in setting goals and strategies.


• Collaborate with other team leaders and management to promote best practices and enhance overall customer satisfaction.


• Conduct regular (quarterly) performance reviews and provide constructive feedback.
• Contribute to the companys growth by building a motivated and high-performing team. Qualifications & Requirements:


• Education: Bachelor's/College Degree preferred; a major in Management or related field is a plus.


• Experience: At least 2 years of experience in a supervisory role within Customer Service or Sales.


• Technical Skills: Proficient in Microsoft Excel, PowerPoint, and Outlook; familiarity with Avaya systems preferred.
• Communication: Excellent verbal and written English communication skills.
• Leadership

: Strong interpersonal and people management skills with the ability to coach and motivate.
• Composure:

Able to stay calm and professional under pressure, especially during high-volume periods.
• Reporting: Capable of preparing and presenting weekly and monthly performance reports to management.


• Additional Advantage: Knowledge of background checks, pre-employment screening, or HR processes is an asset.
• Work Setup: Must be willing to work on-site.

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