Team Lead-International Voice Process-Immediate Openings

Sagility India

5 - 10 years

5 - 7 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

inbound voice process us voice process international voice process analytical skills coaching and mentoring feedback and counselling process slas team handling skills shrinkage ms office presentation aht nps team leading csat international bpo international calling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Team Management:

Lead, mentor, and motivate a team of customer service representatives.
Conduct regular team meetings, one-on-ones, and performance reviews.
Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:

Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
Set and track performance targets and KPIs.
Implement strategies to achieve and exceed performance goals.

Quality Assurance:

Ensure adherence to quality standards and protocols.
Conduct regular quality checks and audits of calls.
Provide coaching and training to enhance service quality

Other Requirements: Flexibility to work in different shifts, including nights and weekends. Strong understanding of customer service principles and practices. Ability to handle high-pressure situations calmly and effectively

Candidate must be ready to work in US shifts(Both way cab will be provided)

Interested Candidates can share your CV - anitha.c@sagilityhealth.com.

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