Team Leader Operations

Futurz Consultancy Services; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Futurz Consultancy Services in Pune, Maharashtra, seeks an experienced Call Centre Leader to guide a team of customer support agents delivering high-quality voice support for international clients.

You will develop and implement training programs to raise performance and product knowledge, collaborate with cross-functional teams to resolve complex issues, and analyze metrics to identify improvement areas and optimize processes.

Qualifications

• 5-12 years of experience in a BPO/Call Centre setting, focusing on international voice process.
• Strong leadership skills are required for managing a team and driving results.
• Excellent customer service skills are essential for handling high-pressure situations.
• Proficiency in English (written and spoken) is mandatory.
• Experience working in an international client-facing environment is preferred.
• Ability to work collaboratively with cross-functional teams is crucial.

Responsibilities

• Lead a team of customer support agents to deliver high-quality voice support.
• Develop and implement training programs to enhance team performance and product knowledge.
• Collaborate with cross-functional teams to resolve complex issues and elevate when necessary.
• Analyze metrics to identify areas for improvement and optimize processes.
• Foster a culture of excellence and continuous improvement within the team.
• Ensure compliance with industry standards and company policies.

Skills

Leadership

People management

Customer service

English fluency

Job description

Roles and Responsibilities :

• Lead a team of customer support agents to deliver high-quality voice support.
• Develop and implement training programs to enhance team performance and product knowledge.
• Collaborate with cross-functional teams to resolve complex issues and elevate when necessary.
• Analyze metrics to identify areas for improvement and optimize processes.
• Foster a culture of excellence and continuous improvement within the team.
• Ensure compliance with industry standards and company policies.

Job Requirements :

• 5-12 years of experience in a BPO/Call Centre setting, focusing on international voice process.
• Strong leadership skills are required for managing a team and driving results.
• Excellent customer service skills are essential for handling high-pressure situations.
• Proficiency in English (written and spoken) is mandatory.
• Experience working in an international client-facing environment is preferred.
• Ability to work collaboratively with cross-functional teams is crucial.