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Team Lead- International Voice Process

Team Lead- International Voice Process

Trigent Software

5 - 10 years

1 - 6 Lacs

Bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

Team Management Voice Process SLA Management Operations International Voice Process Customer Service International Call Center Bpo Operations Customer Satisfaction Team Leading CSAT International BPO

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role: Team Lead Operations (International Voice Process) Location: Bangalore CTC: Up to 6.4 LPA Immediate joiners 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. Operational Management: Manage daily operations to ensure efficient workflow and resource allocation. Handle escalated customer issues and complaints. Collaborate with other departments to resolve complex issues. Reporting: Prepare and present regular performance reports to senior management. Analyze trends and identify areas for improvement. Recommend and implement process improvements. Training and Development: Identify training needs and coordinate training sessions. Foster a culture of continuous learning and development within the team. Compliance: Ensure compliance with company policies, procedures, and regulatory requirements. Maintain up-to-date knowledge of industry trends and best practices. Requirements: 4-5+ years of International BPO experience, with at least 1 year in team lead role (on paper). Strong communication and interpersonal skills. Flexible to work in shifts.

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Trigent Software

www.trigent.com

IT Services and IT Consulting

Southborough MA

1001-5000 Employees

353 Jobs

Key People

Vikram R. Ahuja

Co-Founder & CEO
Sujay D. Ahuja

Co-Founder & CTO
Krishna Aradhyula

Vice President of Sales

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