Team Lead - Customer Service - International BPO

Job Summary :

We are seeking an experienced Team Leader for our International Voice Process in Mumbai. The ideal candidate should have a strong background in BPO operations, team management, performance coaching, and client interaction. This role requires excellent communication skills, leadership abilities, and the capability to drive performance in a fast-paced environment.

Key Responsibilities :

Team Leadership & Performance Management:

- Lead, manage, and motivate a team of customer service representatives to achieve performance targets.

- Monitor team KPIs, such as AHT, CSAT, Quality Scores, and SLA adherence, ensuring continuous improvement.

- Conduct regular coaching, feedback sessions, and performance reviews to enhance productivity.

- Handle escalations and ensure timely resolution of customer issues.

Operational Excellence:

- Ensure smooth workflow and adherence to international process guidelines.

- Collaborate with quality analysts and trainers to identify training needs and implement action plans.

- Optimize call handling, reduce escalations, and improve overall customer experience.

- Maintain accurate team performance reports and share insights with management.

Client & Stakeholder Management:

- Act as a point of contact between the operations team and clients for process updates and escalations.

- Ensure compliance with client SLAs, process documentation, and quality benchmarks.

- Work with cross-functional teams to improve process efficiency and customer satisfaction.

Candidate Requirements:

- 3+ years of experience in an International BPO Voice Process, with at least 1 year in a Team Leader role.

- Strong people management and coaching skills to drive team performance.

- Excellent verbal and written communication skills in English.

- Experience in handling customer escalations and quality improvement initiatives.

- Proficiency in MS Office (Excel, Word, PowerPoint) and reporting tools.

- Ability to work in rotational shifts as per business requirements.