Team Lead

The HIRD

2 years

0 Lacs

mumbai maharashtra india

Posted:1 month ago| Platform:

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Skills Required

support metrics coaching drive analyze reports training compliance service communication management crm salesforce reporting

Work Mode

On-site

Job Type

Full Time

Job Description

Team Lead – Customer Support (International Voice Process)

Location:

Salary:

Shift:

Work Mode:

Experience:

Key Responsibilities:

Lead and manage a
team of 20+ associates
in International Voice Support (Inbound & Outbound).
Ensure adherence to key metrics including
AHT, CSAT, FCR
, and
Quality SLAs
.
Conduct regular performance reviews, coaching, and feedback sessions to drive productivity.
Analyze daily/weekly reports to identify trends and improvement opportunities.
Manage escalations efficiently while maintaining customer satisfaction at the core.
Collaborate with cross-functional teams (Quality, Training, WFM) to enhance process efficiency.
Ensure 100% compliance with company policies, attendance, and shift rosters.

Required Skills & Experience:

Minimum 2
+ years
of experience in
Customer Support – International Voice Process
.
Proven experience handling
Inbound and Outbound Voice Operations
.
Strong exposure to
contact center metrics
– AHT, CSAT, Attrition, and Quality.
Demonstrated ability to
lead large teams (20+)
in a fast-paced BPO/Customer Service setup.
Excellent
communication (verbal & written)
and interpersonal skills.
Hands-on experience in
performance management, coaching, and RCA (Root Cause Analysis)
.
Proficiency in
CRM tools (Salesforce, MS Office 365)
and reporting dashboards.
Should be
comfortable with night shifts
and
immediate joiners
will be preferred.

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