Team leader-International Voice-Immediate Openings

Sagility India; Indore District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Two-way cab provided

Job summary

Sagility India in Indore is seeking a seasoned customer service leader to manage a dynamic team of call center representatives, drive performance, and elevate service quality across shifts.

The role focuses on coaching, monitoring KPIs, and ensuring adherence to quality standards while coordinating with US-time operations. The ideal candidate handles high-pressure situations calmly and is ready to work US shifts with two-way cab provided.

Qualifications

• Experience leading a customer service team.
• Proven ability to hit KPIs in a call center.
• Strong coaching and feedback skills.
• Willingness to work US shifts and in a fast-paced environment.

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 improvement.
• Monitor and analyze team performance metrics and set KPIs.
• Implement strategies to meet and exceed performance goals.
• Ensure adherence to quality standards and conduct quality checks.
• Provide coaching and training to enhance service quality.

Skills

Team management

Performance monitoring

Quality assurance

Customer service

Coaching and feedback

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)