Immediate Openings-Team Lead-International Voice Process

Sagility India; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Shift flexibility

Cab facility for shifts

Job summary

Sagility India is seeking an experienced Customer Service Team Lead to guide a dynamic group of representatives in Bengaluru. You will lead, mentor, and motivate the team, foster a positive culture, and ensure smooth daily operations, including coaching and performance reviews.

You will monitor KPIs, implement quality assurance measures, and drive continuous improvement while maintaining compliance with company standards.

Qualifications

• Experience leading a customer service team.
• Strong understanding of performance metrics and coaching.

Responsibilities

• Lead, mentor, and motivate a team of customer service representatives.
• Monitor and analyze team performance metrics (e.g., call handling time, CSAT, adherence to scripts).
• Ensure adherence to quality standards and protocols; conduct regular quality checks.
• Provide coaching and training to enhance service quality.

Skills

Team leadership

Job description

Key Responsibilities:

Team Management:

• Lead, mentor, and motivate a team of customer service representatives.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:

• Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
• Set and track performance targets and KPIs.
• Implement strategies to achieve and exceed performance goals.

Quality Assurance:

• Ensure adherence to quality standards and protocols.
• Conduct regular quality checks and audits of calls.
• Provide coaching and training to enhance service quality

Other Requirements: Flexibility to work in different shifts, including nights and weekends.

Strong understanding of customer service principles and practices. Ability to handle high-pressure situations calmly and effectively.

Candidate must be ready to work in US shifts(Both way cab will be provided)