Team Leader - Voice

Sykes; Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Sykes in Navi Mumbai is seeking a capable Team Lead to manage a voice-support operation and uphold high standards of customer service. You will lead, mentor, and coach a team to ensure quality performance and customer satisfaction.

In this role, you will drive process improvements for efficiency, monitor customer feedback for actionable insights, and collaborate with other teams to resolve complex issues while ensuring adherence to company policies.

Responsibilities

• Manage and lead a team of voice professionals to achieve high-quality customer service standards.
• Develop and implement process improvements to increase efficiency and productivity.
• Provide coaching and training to team members to enhance their skills and performance.
• Monitor and analyze customer feedback to identify areas for improvement.
• Collaborate with other teams to resolve complex customer issues and improve overall customer satisfaction.
• Ensure compliance with company policies and procedures.

Skills

Team leadership

Coaching

Training

Process improvements

Customer feedback analysis

Cross-team collaboration

Policy compliance

Job description

• Manage and lead a team of voice professionals to achieve high-quality customer service standards.
• Develop and implement process improvements to increase efficiency and productivity.
• Provide coaching and training to team members to enhance their skills and performance.
• Monitor and analyze customer feedback to identify areas for improvement.
• Collaborate with other teams to resolve complex customer issues and improve overall customer satisfaction.
• Ensure compliance with company policies and procedures.