Team Leader - International Voice Process

KG Invicta Services (KGiS); Chennai; On-site; INR 446,000 - 670,000; Full time

Job summary

KG Invicta Services (KGiS) seeks a dynamic Team Leader for its International Voice Process team in Chennai. You will oversee daily operations, guide a group of customer service representatives, and ensure service standards are met and exceeded.

You will monitor performance, provide coaching, conduct training, and develop strategies to improve customer satisfaction and efficiency. The role requires strong communication, leadership, and collaboration across departments.

Qualifications

• Experience leading a customer service team in a call center.
• Strong knowledge of international voice processes.
• Ability to analyze metrics and drive improvements.
• Excellent communication and people skills.
• Willingness to train and develop team.

Responsibilities

• Lead and manage a team of customer service representatives in the international voice process.
• Monitor team performance and provide feedback to ensure high-quality service delivery.
• Conduct regular training sessions to enhance team skills and knowledge in customer service and support.
• Develop and implement strategies to improve customer satisfaction and operational efficiency.
• Handle escalated customer issues and provide effective resolutions.
• Collaborate with other departments to ensure seamless service delivery and communication.
• Prepare and present performance reports to management, highlighting team achievements and areas for improvement.

Skills

Team leadership

International voice experience

Performance analytics

Customer service excellence

Communication skills

Training & coaching

Job description

We are seeking a dynamic and experienced Team Leader for our International Voice Process team. The ideal candidate will be responsible for overseeing the daily operations of the team, ensuring that customer service standards are met and exceeded. As a Team Leader, you will play a crucial role in managing a team of customer service representatives, providing guidance, support, and training to enhance their performance and productivity. You will be instrumental in developing strategies to improve customer satisfaction and streamline processes within the international call center environment.

Key Responsibilities:

• Lead and manage a team of customer service representatives in the international voice process.
• Monitor team performance and provide feedback to ensure high-quality service delivery.
• Conduct regular training sessions to enhance team skills and knowledge in customer service and support.
• Develop and implement strategies to improve customer satisfaction and operational efficiency.
• Handle escalated customer issues and provide effective resolutions.
• Collaborate with other departments to ensure seamless service delivery and communication.
• Prepare and present performance reports to management, highlighting team achievements and areas for improvement.

Required Skills:

• Strong understanding of international voice processes and customer service best practices.
• Excellent communication and interpersonal skills.
• Proven leadership abilities with experience in managing teams.
• Ability to analyze performance metrics and implement improvements.
• Proficient in handling customer inquiries and resolving issues effectively.
• Familiarity with call center operations and customer support technologies.

If you are a motivated leader with a passion for customer service and a desire to drive team success, we encourage you to apply for this exciting opportunity.