Team Lead-International Voice Process-Immediate Openings

Sagility India; Bengaluru; On-site; INR 550,000 - 850,000; Full time

Benefits offered by this job

Two-way cab provided

Night/Weekend shifts

Job summary

Sagility India is seeking a capable team leader for its Bengaluru contact center. You will lead, mentor, and motivate a group of customer service representatives, while conducting regular performance reviews and coaching to improve outcomes.

The role requires monitoring metrics, setting targets, and ensuring high-quality interactions with customers. Applicants should demonstrate strong customer service principles and the ability to manage high-pressure situations calmly.

Qualifications

• Strong customer service principles and practices.
• Demonstrated ability to lead a team and drive performance.
• Ability to handle high-pressure situations calmly and effectively.

Responsibilities

• Lead, mentor, and motivate a team of customer service representatives.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Address team concerns and provide feedback for continuous improvement.
• Monitor and analyze team performance metrics and set KPIs.
• Implement strategies to achieve and exceed performance goals.
• Ensure adherence to quality standards and conduct regular quality checks.

Skills

Customer service

Team leadership

Performance management

Coaching/mentoring

Job description

Key Responsibilities:

Team Management:

• Lead, mentor, and motivate a team of customer service representatives.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:

• Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
• Set and track performance targets and KPIs.
• Implement strategies to achieve and exceed performance goals.

Quality Assurance:

• Ensure adherence to quality standards and protocols.
• Conduct regular quality checks and audits of calls.
• Provide coaching and training to enhance service quality

Other Requirements: Flexibility to work in different shifts, including nights and weekends.

Strong understanding of customer service principles and practices. Ability to handle high-pressure situations calmly and effectively.

Candidate must be ready to work in US shifts(Both way cab will be provided)