Team Lead - Customer Service

Global Services; Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Global Services in Maharashtra, Mumbai, is seeking an experienced Team Lead for the Customer Service department to oversee a team of agents in a voice process within an international BPO setting.

You will monitor performance, conduct training, and address escalated inquiries while collaborating with other departments to enhance service delivery and customer satisfaction. Strong leadership and communication are essential for driving high morale and results.

Qualifications

• Experience in customer service and support, especially in a voice process environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and implement improvement strategies.
• Familiarity with international BPO operations and standards.

Responsibilities

• Lead and manage a team of customer service agents, providing guidance and support to ensure high performance and morale.
• Monitor team performance metrics and implement strategies for improvement.
• Conduct regular training sessions to enhance team skills and knowledge in customer service best practices.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Collaborate with other departments to improve service delivery and customer satisfaction.
• Prepare and present reports on team performance and customer feedback to management.

Skills

Customer service leadership

Team management

Communication skills

Performance analytics

BPO operations knowledge

Voice process experience

Job description

We are seeking a dedicated and experienced Team Lead for our Customer Service department in Maharashtra. The ideal candidate will have a strong background in customer service and support, particularly within the voice process of an international BPO environment. As a Team Lead, you will be responsible for overseeing a team of customer service representatives, ensuring that they provide exceptional service to our clients and customers.

Key Responsibilities:

• Lead and manage a team of customer service agents, providing guidance and support to ensure high performance and morale.
• Monitor team performance metrics and implement strategies for improvement.
• Conduct regular training sessions to enhance team skills and knowledge in customer service best practices.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Collaborate with other departments to improve service delivery and customer satisfaction.
• Prepare and present reports on team performance and customer feedback to management.

Required Skills:

• Proven experience in customer service and support, particularly in a voice process environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and implement improvement strategies.
• Familiarity with international BPO operations and standards.

If you are passionate about customer service and have the leadership skills to drive a team towards success, we encourage you to apply for this exciting opportunity.