Team Lead - Customer Service

Job Summary:

The Customer Services Team Leader will be responsible for managing a team of customer service representatives in an international BPO environment. The role involves ensuring high-quality service delivery, meeting performance targets, and fostering a positive team culture. The ideal candidate will have strong leadership skills, excellent communication abilities, and experience in handling international customers.

Key Responsibilities:

• Team Management:

• Lead, motivate, and manage a team of customer service agents to achieve KPIs and SLAs.
• Conduct regular team meetings, coaching sessions, and performance reviews.

• Operational Excellence:

• Monitor daily operations to ensure adherence to process and quality standards.
• Handle escalations and resolve complex customer issues promptly.
• Conduct performance based Monthly review and 1:1 with the agents
• Co-ordinate with operations manager to execute action plans for continuous improvement of the process

• Performance Monitoring:

• Track and analyze team performance metrics (AHT, CSAT, FCR, etc.).
• Implement improvement plans for Bottom quartile team members.
• Implement feedback on Outliers
• Should be able to coach and lead from the front

• Training & Development:

• Identify skill gaps and coordinate training programs.
• Ensure team members are updated on product knowledge and process changes.

• Compliance & Reporting:

• Maintain compliance with company policies and client requirements.
• Prepare and submit daily/weekly/monthly performance reports to management.

Required Skills & Qualifications:

• Education:

  Graduate in any discipline (preferred).

• Experience:

• Minimum 445years in an international BPO environment.
• At least 2 years in a team leader and must have been in a contact center environment

• Skills:

• Strong leadership and people management skills.
• Excellent verbal and written communication in English.
• Proficiency in MS Office and CRM tools.
• Ability to work in a fast-paced, target-driven environment.

Key Competencies:

• Customer-centric approach
• Problem-solving and decision-making
• Time management and organizational skills
• Ability to handle pressure and meet deadlines

Work Schedule:

• Fixed night shift 11:30 PM -08:30 AM
• 5-day work week

Benefits:

• Competitive salary and performance incentives
• Health insurance and other benefits
• Career growth opportunities within the organisation