Customer Service Team Lead

As a Customer Service Team Lead in an International BPO Voice process, your role involves supporting the customer service team in resolving escalated issues or complaints with prompt turnaround and consistent quality. You will monitor service quality through sample checks on calls and emails, develop customer satisfaction goals, and drive process improvements for excellence in customer experience and efficient resource management. It is essential to keep accurate records of customer service actions, analyze statistics, compile reports, and recruit, mentor, and develop customer service agents for a nurturing environment of excellence. Qualifications required for this role include a Bachelor's degree in business administration or a relevant field, with a minimum of 5+ years of proven experience in a customer service Team Lead role in an International BPO Voice process. Preferred experience in the Telecom industry, proficiency in Microsoft Office and customer service software, excellent communication and presentation skills, a good understanding of management practices, and excellent leadership and interpersonal skills are necessary. You should also be willing to work night shifts or rotational shifts. The job is Full-time with a requirement to work from the office in Kochi, Kerala, India. The salary offered is INR 35,000 per month.,