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Sagility India
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Team Lead-International Voice Process-Immediate Openings

Team Lead-International Voice Process-Immediate Openings

Sagility India

5 - 10 years

5 - 7 Lacs

bengaluru

Posted:5 days ago| Platform:

Apply

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

Hi Team,

Greetings from Sagility!

Team Lead International Voice Process

Job Requirements:

Experience:
Minimum 5 years of experience in international voice (inbound) process
Education:
Any graduate
Shift:
Must be willing to work in
US shifts
(Both-way cab will be provided)
Location:
Bangalore (Work from Office)

Key Responsibilities:

1. 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

2. Performance Monitoring:

Monitor and analyze team performance metrics (e.g., AHT, CSAT, adherence)
Set and track performance targets and KPIs
Implement strategies to achieve and exceed performance goals

3. Quality Assurance:

Ensure adherence to quality standards and protocols
Conduct regular quality checks and call audits
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

Interested Candidates can share your CV - rani.ramchandani@sagilityhealth.com

Regards,

TA Team

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