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Posted in
BPO
Job Code
1531881
Job Summary :
We are seeking an experienced Team Leader for our International Voice Process in Mumbai. The ideal candidate should have a strong background in BPO operations, team management, performance coaching, and client interaction. This role requires excellent communication skills, leadership abilities, and the capability to drive performance in a fast-paced environment.
Key Responsibilities :
Team Leadership & Performance Management:
- Lead, manage, and motivate a team of customer service representatives to achieve performance targets.
- Monitor team KPIs, such as AHT, CSAT, Quality Scores, and SLA adherence, ensuring continuous improvement.
- Conduct regular coaching, feedback sessions, and performance reviews to enhance productivity.
- Handle escalations and ensure timely resolution of customer issues.
Operational Excellence:
- Ensure smooth workflow and adherence to international process guidelines.
- Collaborate with quality analysts and trainers to identify training needs and implement action plans.
- Optimize call handling, reduce escalations, and improve overall customer experience.
- Maintain accurate team performance reports and share insights with management.
Client & Stakeholder Management:
- Act as a point of contact between the operations team and clients for process updates and escalations.
- Ensure compliance with client SLAs, process documentation, and quality benchmarks.
- Work with cross-functional teams to improve process efficiency and customer satisfaction.
Candidate Requirements:
- 3+ years of experience in an International BPO Voice Process, with at least 1 year in a Team Leader role.
- Strong people management and coaching skills to drive team performance.
- Excellent verbal and written communication skills in English.
- Experience in handling customer escalations and quality improvement initiatives.
- Proficiency in MS Office (Excel, Word, PowerPoint) and reporting tools.
- Ability to work in rotational shifts as per business requirements.
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Posted By
21
JOB VIEWS
12
APPLICATIONS
0
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
BPO
Job Code
1531881
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