Team leader

Winx Consulting; Hyderabad; On-site; INR 800,000 - 1,600,000; Full time

Job summary

Winx Consulting in Hyderabad is seeking a seasoned Team Leader to manage a customer support team across voice, email and chat channels. You will drive service quality, coach agents and ensure targets are met.

You will design training programs, collaborate with cross-functional teams to resolve complex issues, and analyze metrics to identify improvements and optimize processes.

Qualifications

• Experience leading customer support teams.
• Experience in BPO or retail banking preferred.
• Strong non-voice process management capabilities.

Responsibilities

• Lead a team of customer support agents across voice, email and chat.
• Develop and implement training programs to improve performance.
• Collaborate with other teams to resolve complex issues.
• Analyze metrics to identify improvements and optimize processes.

Skills

Team Leadership

People Management

Customer Support

Job description

Roles and Responsibilities :

• Lead a team of customer support agents to provide excellent service to clients through various channels (voice, email, chat).
• Develop and implement effective training programs to improve team performance and productivity.
• Collaborate with other teams to resolve complex issues and elevate when necessary.
• Analyze metrics to identify areas for improvement and implement changes to optimize processes.

Job Requirements :

• 4-10 years of experience in BPO or retail banking industry.
• Strong understanding of non-voice process management principles and international process standards.
• Proven track record as a Team Leader or Supervisor in a similar role.