Team Lead - Customer Service

Global Services; Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

Global Services in Maharashtra is seeking an experienced Team Lead for the Customer Service department. You will oversee a team of agents in a voice process environment, ensuring top-tier service for international clients.

The role requires strong leadership, excellent communication, and the ability to analyze performance metrics to drive improvements and mentor staff.

Responsibilities

• Lead and guide a team of customer service agents to high performance.
• Monitor metrics and drive improvements across processes.
• Conduct regular training to enhance service skills and knowledge.
• Handle escalated inquiries and complaints to ensure timely resolution.
• Collaborate with other departments to improve service delivery.
• Prepare and present reports on team performance and customer feedback to management.

Skills

Leadership

Team Management

Communication Skills

Performance Metrics

Voice Process

BPO Operations

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.