Team Lead II International

TP; Navi Mumbai; On-site; INR 585,000 - 715,000; Full time

Job summary

TP in Ghansoli, Navi Mumbai is seeking a Team Lead with at least 1 year of team leadership experience. The role is located on site in Navi Mumbai and offers a salary up to 6.5 LPA.

You will lead a team in customer service, support, and dispute management, driving CSAT and ensuring adherence to SLAs while maintaining operational efficiency. Strong communication and banking domain knowledge are essential.

Qualifications

• Experience in delivering high levels of customer satisfaction.
• Excellent verbal and written communication skills.
• Experience in Banking, cards and dispute domain.

Responsibilities

• Manage a team of agents to achieve daily targets, ensuring high levels of customer satisfaction and service quality.
• Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs to maintain operational efficiency and effectiveness.
• Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.
• Collaborate with other teams to resolve issues related to rostering, contact center operations, BPO operations, call center operations, team handling, TL responsibilities.
• Ensure compliance with company policies and procedures while driving business growth through innovative solutions.

Skills

Customer Service

Customer Support

Customer Service Management

Job description

Team Lead

On paper 1 year experience required as team leader

Location- Ghansoli, Navi Mumbai

Salary upto - 6.5 LPA

Customer Service, Customer Support, and Customer Service Management skills

• * Experience in achieving and maintaining high levels of Customer Satisfaction
• * Excellent verbal and written Communication skills
• * Experienced in Banking, cards and Dispute domain.
• * Manage a team of agents to achieve daily targets, ensuring high levels of customer satisfaction and service quality.
• * Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs to maintain operational efficiency and effectiveness.
• * Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.
• * Collaborate with other teams to resolve issues related to rostering, contact center operations, BPO operations, call center operations, team handling, TL responsibilities.
• * Ensure compliance with company policies and procedures while driving business growth through innovative solutions.