Team Lead - Customer Service

Global Services; Navi Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Global Services in Maharashtra seeks a dedicated Team Lead for its Customer Service department. The role oversees a team of customer service representatives delivering support in a voice process for international clients.

Responsibilities include monitoring metrics, conducting training, handling escalations, and collaborating with other departments to boost service quality. Strong leadership and communication skills are essential.

Qualifications

• Experience in customer service and support, especially in voice processes.
• Strong leadership and team management capabilities.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and manage a team of customer service agents to maintain high performance.
• Monitor performance metrics and implement improvement strategies.
• Conduct regular training to enhance team skills in customer service.
• Handle escalated inquiries and complaints with timely resolutions.
• Collaborate with other departments to improve service delivery.
• Prepare and present reports on team performance and customer feedback.

Skills

Customer Service

Leadership

Communication

Metrics Analysis

BPO 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 deliver 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 is a plus.

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.