Team Lead

About CAMSRep:

Website:

Scope:

The Lead Specialist - Voice Process is responsible for leading the voice team, ensuring high-quality customer service, managing escalations, reviewing call scripts, training new entrants, and guiding team members. The role involves handling inbound and outbound calls, monitoring performance, suggesting improvements, and ensuring client satisfaction. The individual in this role will work closely with the clients single point of contact (SPOC) to ensure smooth process management, quality standards, and continuous improvement.

Roles & Responsibilities:

Handle Inbound/Outbound Calls:

• Manage inbound and outbound calls to ensure customer satisfaction and smooth communication flow.
• Address customer queries, provide solutions, and ensure a professional tone and clarity in communication.

Objection Handling / Escalation Handling:

• Effectively manage objections raised by customers and resolve escalated issues promptly.
• Ensure customer concerns are addressed with empathy, professionalism, and a resolution-focused approach.

Review and Analyse Call Dispositions:

• Analyse call dispositions to identify areas for improvement and enhance customer experience.
• Provide feedback to team members to ensure continuous growth and improvement.

Review and Improvise Call Scripts:

• Review call scripts regularly to ensure they are up to date and reflect the current process and customer needs.
• Suggest changes or improvements to scripts based on feedback and evolving business requirements.

Analyse Trends for Suggesting/Making Calling Strategy:

• Analyse trends and data to create or suggest strategies to improve call handling processes and increase effectiveness.
• Make recommendations for process improvements based on customer feedback and call data analysis.

Train & Guide New Entrants on the Process:

• Train new team members on company processes, communication standards, and customer interaction techniques.
• Provide ongoing support and guidance to ensure new hires are well-equipped to succeed in their roles.

Engage with Client SPOC Process Management, Quality & Review:

• Collaborate with the clients Single Point of Contact (SPOC) for ongoing process management and quality assurance.
• Regularly review performance metrics and outcomes with the client and work on areas of improvement.

Skills & Competencies:

Core Skills:

• Advanced English Proficiency (Written & Verbal):

  Ability to communicate clearly and professionally with internal and external stakeholders.

• Objection Handling and Escalation Management:

  Expertise in managing difficult conversations, handling objections, and resolving escalations effectively.

• Leadership and People Management:

  Strong leadership abilities to guide, motivate, and manage a team.

• Training and Mentorship:

  Ability to design and conduct training sessions and mentor new hires or team members.

• Conflict Resolution:

  High-level conflict management skills to de-escalate tense situations and achieve resolution.

Functional & Technical Competencies:

• CRM Systems Proficiency:

  Ability to navigate CRM platforms and use them for tracking, managing calls, and improving customer service processes.

• Quality Control (QC) and Performance Monitoring:

  Expertise in monitoring and ensuring quality standards are met consistently in every customer interaction.

• Analytical Thinking and Data-Driven Decision Making:

  Ability to analyze trends, metrics, and call data to guide process improvement and optimize performance.

Core Competencies:

• Advanced Communication & Negotiation Skills:

  Ability to effectively communicate and negotiate with clients and customers.

• Strategic Thinking & Problem-Solving:

  Ability to make strategic decisions based on insights, trends, and data.

• Coaching & Mentoring:

  Ability to coach and mentor team members to help them grow and improve their performance.

Personal Attributes:

• Strong Decision-Making Skills:

  Ability to make timely, informed decisions that positively impact both customer satisfaction and business outcomes.

• Empathy & Patience:

  Ability to handle customer concerns with empathy and patience, ensuring a positive customer experience.

• Adaptability:

  Flexible and adaptable to changing work environments and business needs.

• Problem-Solving Orientation:

  Focused on finding practical solutions to challenges and issues that arise during customer interactions.

Process Improvement Mindset:

Walk-in Interview

CAMS

158, Anna Salai

Rayala Towers

Chennai-600 002

Date: 25th Sept & 26th Sept 2025

Time: 10 am to 12 noon.