CAN SBS Svc Payroll 170738

apply; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

apply is seeking a seasoned leader to head bilingual client service operations in a high-volume environment. You will coach a team handling chat and inbound voice channels, drive performance, and ensure service levels meet client expectations.

Responsibilities include staff development, process improvements, and collaboration with Training, Quality, and HR to sustain engagement and KPI achievement. Flexibility to support international shifts is required.

Qualifications

• Bachelor's degree or equivalent experience required.
• Minimum 5-6 years in a Contact Center/BPO/Customer Service environment.
• Minimum 3 years of people management or Team Leader experience.
• Experience managing teams supporting Chat and Inbound Voice processes.
• Strong understanding of contact center metrics and operational management.

Responsibilities

• Lead, coach, and motivate a bilingual client service team handling chat and inbound interactions.
• Conduct regular one-on-one meetings, team huddles, coaching, and performance reviews.
• Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement.
• Manage employee engagement, development plans, and career progression.
• Support recruitment, onboarding, training, and talent retention initiatives.
• Monitor daily operational performance to ensure service levels and KPIs are met.
• Manage staffing, scheduling adherence, and productivity targets.
• Ensure seamless service delivery across chat and voice channels.
• Handle real-time escalations and provide timely resolutions.
• Coordinate with Workforce Management and Operations teams to optimize resources.

Skills

Leadership

People management

Coaching

Performance management

Stakeholder management

Analytical skills

Communication

Decision making

Education

Bachelor's degree or equivalent experience

Tools

Genesys

Salesforce

Dynamics 365

Zendesk

ServiceNow

Excel

Job description

Team Leadership & People Management

Lead, coach, and motivate a team of bilingual client service representatives handling chat and inbound customer interactions.

Conduct regular one-on-one meetings, team huddles, coaching, and performance reviews.

Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement.

Manage employee engagement, development plans, and career progression.

Support recruitment, onboarding, training, and talent retention initiatives.

Operations Management

Monitor daily operational performance to ensure achievement of service levels and business KPIs.

Manage staffing, scheduling adherence, and productivity targets.

Ensure seamless service delivery across chat and voice support channels.

Handle real-time escalations and provide timely resolutions.

Coordinate with Workforce Management and Operations teams to optimize resource utilization.

Quality & Customer Experience

Drive customer satisfaction and service excellence through effective coaching and feedback.

Review quality evaluations, identify trends, and implement action plans.

Ensure compliance with client policies, procedures, and service standards.

Monitor customer interactions to maintain quality, professionalism, and regulatory compliance.

Performance Management

Track and analyze performance metrics including:

• oNPS/CSAT (Customer Satisfaction)
• oQuality Scores
• oService Level Achievement
• oAHT (Average Handle Time)
• oProductivity
• oAttendance & Adherence
• oFirst Contact Resolution (FCR)

Develop and execute performance improvement plans when required.

Prepare and present operational reports to management.

Stakeholder Management

Serve as a key point of contact between operations management and frontline teams.

Collaborate with Training, Quality, Workforce Management, HR, and Client stakeholders.

Participate in client reviews and business meetings as required

Required Qualifications

• Bachelor's Degree or equivalent experience.
• Minimum 5-6 years of experience in a Contact Center/BPO/Customer Service environment.
• Minimum 3 years of people management or Team Leader experience.
• Experience managing teams supporting Chat and Inbound Voice processes.
• Strong understanding of contact center metrics and operational management.

Language Requirements

Advanced to Fluent proficiency in English (written and verbal)

Advanced to Fluent proficiency in French (written and verbal)

Preferred

• Experience supporting French-speaking customers or markets (France, Canada, Belgium, Switzerland, etc.)

Key Competencies

• Leadership and Team Development
• Coaching and Mentoring
• Customer Service Excellence
• Conflict Resolution
• Performance Management
• Analytical and Problem-Solving Skills
• Stakeholder Management
• Effective Communication
• Decision-Making
• Multitasking in a Fast-Paced Environment

Technical Skills

• Contact Center Platforms (Genesys, Cisco, NICE, Avaya, etc.)
• CRM Tools (Salesforce, Dynamics, Zendesk, ServiceNow, etc.)
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Reporting and Dashboard Analysis

Preferred Candidate Profile

Strong bilingual communication skills in English and French.

Demonstrated ability to lead multicultural teams.

Experience in customer support, client services, or contact center operations.

Proven track record of achieving operational KPIs while maintaining high employee engagement and customer satisfaction.

Flexible to support shifts aligned with international customer requirements.