Team Leader

TP; Mumbai Suburban; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading company is seeking a Director of Recruitment to lead their customer service operations in Mumbai. The role requires expertise in managing a team, ensuring high levels of customer satisfaction, and operational efficiency. Interested candidates with relevant experience in the banking and dispute domains are encouraged to apply.

Qualifications

• Experience in the Banking, cards, and Dispute domain is essential.
• Strong verbal and written communication skills are required.
• Proven track record of managing a team to meet operational targets.

Responsibilities

• Manage a team of agents to achieve customer satisfaction and service quality.
• Develop strategies to reduce attrition and improve efficiency.
• Ensure compliance with policies and drive business growth.

Skills

Customer Service

Customer Support

Customer Satisfaction

Communication

Experience in Banking

Team Management

Operational Efficiency

People Management

Job description

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Director Recruitment at Teleperformance | Talent Acquisition

Shift: 24x7 Rotational Shift (Including Night Shifts)

5 Days Working with 2 rotational week offs

Immediate Joiners Preferred

Responsibilities

• Customer Service, Customer Support, and Customer Service Management skills
• Achieve and maintain high levels of Customer Satisfaction
• Excellent verbal and written Communication skills
• Experience in Banking, cards, and Dispute domain
• Manage a team of agents to meet daily targets, ensuring high customer satisfaction and service quality
• Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs for operational efficiency
• Develop strategies to reduce shrinkage and attrition through effective people management
• Collaborate with other teams on rostering, contact centre, BPO, and call center operations
• Ensure compliance with policies and drive business growth through innovative solutions

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Industries

• Outsourcing and Offshoring Consulting

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