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Inspiration Manpower Consultancy
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Team Lead / Senior Team Lead / SME / Associate / Advisor / Bpo / Voice

Team Lead / Senior Team Lead / SME / Associate / Advisor / Bpo / Voice

Inspiration Manpower Consultancy

1 - 6 years

4 - 9 Lacs

hyderabad bengaluru

Posted:1 day ago| Platform:

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Skills Required

team lead semi voice customer care senior advisor technical support bpo inbound process blended process team handling customer service executive attrition team coaching representative fresher international voice sla management voice international bpo domestic process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Department:

Job Summary:

Customer Service Team Lead

Key Responsibilities:

Lead, support, and motivate a team of customer service representatives to meet performance targets and service standards.
Monitor daily workflows and ensure the team is effectively managing incoming queries via phone, email, chat, or social media.
Handle escalated customer complaints and complex queries with professionalism and a solution-oriented approach.
Conduct regular team meetings and one-on-ones to provide feedback, coaching, and performance updates.
Track and analyze customer service KPIs (e.g., response time, resolution rate, CSAT).
Assist in onboarding and training new team members.
Identify and implement process improvements to enhance customer service efficiency and effectiveness.
Collaborate with other departments (sales, product, tech, etc.) to resolve customer issues and improve the overall customer experience.
Prepare and present regular reports on team performance to senior management.
Stay up to date with product knowledge, policies, and industry best practices.

Qualifications:

Bachelors degree or equivalent work experience preferred.
18 years of experience in customer service, with at least 1 year in a leadership or supervisory role.
Strong interpersonal, communication, and conflict-resolution skills.
Ability to manage time and prioritize tasks effectively in a fast-paced environment.
Proficiency in using customer support software.
Excellent problem-solving skills and attention to detail.
A customer-first mindset with a passion for delivering high-quality service.

CONTACT POINT :

ADITYA - 9686682465 / 7760984460

MALLIK - 7259027282 / 9686682466

NAVYA - 7022984418 / 9686454294

VAISHNAVI - 9686454296 / 9900024811

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