Team Leader - International BPO

SHARDA CONSULTANCY SERVICES; Delhi; Presencial; INR 600 000 - 900 000; Tempo integral

Resumo da oferta

SHARDA CONSULTANCY SERVICES in Delhi-NCR is seeking an experienced Team Leader for our international BPO operations. You will lead a team of customer service representatives in the international voice process, mentor performance, and drive process improvements to ensure high customer satisfaction and efficiency.

The role focuses on coaching, performance monitoring, and collaborating with management to implement best practices, with a strong emphasis on leadership and results.

Qualificações

• Proven experience in a Team Leader role within an international BPO or call center environment.
• Strong communication skills, both verbal and written, with the ability to engage effectively with team members and customers.
• Knowledge of international voice processes and customer service best practices.
• Ability to motivate and inspire a team to achieve performance goals.
• Strong problem-solving skills and the ability to handle challenging situations with professionalism.

Responsabilidades

• Lead and manage a team of customer service representatives in the international voice process.
• Monitor team performance and provide coaching and feedback to ensure targets are met.
• Develop and implement strategies to improve service quality and customer satisfaction.
• Conduct regular team meetings to communicate updates, share best practices, and motivate team members.
• Collaborate with management to identify training needs and facilitate skill development.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and present performance reports to upper management.

Conhecimentos

Team Leader experience

Strong communication

International voice process

Motivational leadership

Problem-solving

Descrição da oferta de emprego

We are seeking a motivated and experienced Team Leader for our International BPO operations in the Delhi-NCR region. The ideal candidate will have a strong background in managing teams within the international voice process, ensuring high levels of customer satisfaction and operational efficiency. As a Team Leader, you will be responsible for overseeing daily operations, guiding team members, and implementing best practices to enhance performance.

Key Responsibilities:

• Lead and manage a team of customer service representatives in the international voice process.
• Monitor team performance and provide coaching and feedback to ensure targets are met.
• Develop and implement strategies to improve service quality and customer satisfaction.
• Conduct regular team meetings to communicate updates, share best practices, and motivate team members.
• Collaborate with management to identify training needs and facilitate skill development.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and present performance reports to upper management.

Required Skills:

• Proven experience in a Team Leader role within an international BPO or call center environment.
• Strong communication skills, both verbal and written, with the ability to engage effectively with team members and customers.
• Knowledge of international voice processes and customer service best practices.
• Ability to motivate and inspire a team to achieve performance goals.
• Strong problem-solving skills and the ability to handle challenging situations with professionalism.

If you are a dynamic leader with a passion for customer service and team development, we encourage you to apply for this exciting opportunity.