Team Lead - International Chat & Email

IntouchCX

1 - 4 years

2 - 5 Lacs

hyderabad

Posted:3 weeks ago| Platform:

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Skills Required

team lead customer service international chat bpo blended process international email process

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role:

Key Responsibilities:

Supervise and support a team of CSRs
Ensure training, development, and engagement of team members
Monitor and improve team performance based on KPIs
Handle escalations and solve customer-related issues
Analyze reports and identify improvement areas
Motivate and coach team members
Coordinate staffing and scheduling
Work with other departments (HR, IT, etc.) for issue resolution
Join partner meetings and share insights
Stay up to date on partner products and promotions
Be a role model and promote a positive work culture

What You Need:

High school diploma (required); post-secondary education is a plus
12 years in customer service/contact center, with at least 1 year as a Team Lead
Experience handling escalations
Basic knowledge of Google Suite (Sheets, Docs, etc.)
Ability to analyze and report data using spreadsheets
Strong time management and organizational skills
Comfortable working in fast-paced environments and flexible shifts (including evenings and holidays)

If Interested, please share your CV at anusha.kambapu@intouchcx.com

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