Team Lead

Black And White Business Solutions; Navi Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Black and White Solutions is seeking a Team Leader for US Voice Process in Navi Mumbai. You will manage a team of Customer Service Representatives, drive SLA, AHT, CSAT, and quality targets, and conduct coaching sessions. Immediate joiners preferred; VR/virtual interview; US shift.

Qualification: Any Graduate with 4+ years in US Voice Process and at least 1 year in a leadership role. Strong communication and problem-solving skills are required.

Qualifications

• Graduate with 4+ years in US Voice Process and 1 year in leadership.
• Strong knowledge of SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage.
• Proven team handling and people-management skills.
• Excellent communication and problem-solving abilities.
• Ability to drive performance and achieve targets.

Responsibilities

• Lead daily US Voice Customer Support operations and supervise CSRs.
• Monitor SLA, AHT, CSAT, Quality, and Productivity metrics.
• Conduct performance reviews, coaching, and feedback.
• Handle escalations and ensure timely resolutions.
• Ensure SOPs and client requirements are followed.
• Coordinate with Quality, Training, WFM, HR, and other teams.
• Prepare daily/weekly performance reports and dashboards.
• Identify gaps and implement corrective actions to boost productivity.
• Drive engagement and continuous process improvements.

Job description

Hi Applicant,

Greetings from Black and White Solutions!

Job Title:

Team Leader - Customer Service Representative (US Voice Process)

Qualification:

Any Graduate

Relevant Experience:

4+ years in the US Voice Process, with at least 1 year of mandatory Team Leader experience.

Must Have Skills:

• Strong experience in US Inbound Voice / Customer Support operations.
• Mandatory experience handling US Voice Process.
• Knowledge of SLA, AHT, CSAT, Quality, Productivity, Attrition, and Shrinkage.
• Strong team-handling and people-management skills.
• Excellent communication and problem-solving skills.
• Ability to manage team performance and achieve operational targets.

Roles & Responsibilities:

• Manage daily US Voice Customer Support operations and lead a team of Customer Service Representatives (CSRs).
• Monitor key performance metrics, including SLA, AHT, CSAT, Quality, and Productivity.
• Conduct performance reviews, coaching, and feedback sessions.
• Handle customer escalations and ensure timely resolution.
• Ensure compliance with SOPs, company policies, and client requirements.
• Coordinate with Quality, Training, WFM, HR, and other support teams.
• Prepare daily and weekly performance reports and dashboards.
• Identify performance gaps and implement corrective actions.
• Drive team productivity, employee engagement, and continuous process improvement.

Location:

Navi Mumbai

Notice Period:

Immediate Joiners to 15 days

Mode of Interview:

Virtual

Mode of Work :

US shift

Thanks & Regards,

Diya Birsingh
Staff Analyst
Black and White Business Solutions Pvt Ltd
Bangalore, Karnataka, India

Contact: 08067432479 / WhatsApp: [phone]
[e-mail]/www.blackwhite.in