Team Lead-Voice/Blended (Customer Service Mandatory)

Rebel Foods Private Limited

4 - 8 years

4 - 7 Lacs

pune maharashtra india

Posted:17 hours ago| Platform: Foundit logo

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Skills Required

call center operations team management customer service performance metrics crm software data analysis process improvement training and development sla management

Work Mode

On-site

Job Type

Full Time

Job Description

Description

We are looking for a highly skilled Team Lead - Voice/Blended with a minimum of 4-8 years of experience in the customer service industry. The ideal candidate should have excellent communication and leadership skills, a proven track record of achieving targets, and the ability to work under pressure. The position is based in India.

Responsibilities

Manage a team of customer service representatives and ensure that they meet their targets
Monitor and evaluate team performance and provide regular feedback to team members
Develop and implement strategies to improve team performance and customer satisfaction
Manage customer escalations and resolve complaints in a timely and effective manner
Ensure adherence to company policies and procedures
Collaborate with other teams to ensure seamless customer service experience
Conduct regular team meetings and training sessions to enhance team performance
Prepare and submit reports on team performance and customer feedback

Skills and Qualifications

Minimum of 4-8 years of experience in customer service, with at least 2 years in a team lead position
Excellent communication and leadership skills
Proven track record of achieving targets and meeting KPIs
Strong problem-solving and decision-making skills
Ability to work under pressure and handle customer escalations
Good knowledge of customer service tools and technologies
Bachelor's degree in any field
Proficiency in English and any other regional language
Flexible to work in shifts

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