Job
Description
As a Team Leader in the Non-Voice Process at Navi Mumbai, you will play a crucial role in leading and managing a team of customer service representatives. Your primary responsibilities will include guiding and supporting your team to achieve performance targets, deliver exceptional customer experiences, and drive business growth. With your expertise in customer relationship management and leadership, you will mentor team members, foster a collaborative team culture, and promote performance excellence. Your prior experience in the BPO or similar environment, especially in end-to-end process management within the travel and tourism industry, will be highly valued. Your key responsibilities will involve leading, motivating, and mentoring a team of customer service associates, typically comprising 10-15 members. You will create a positive team environment that encourages collaboration, communication, and accountability to enhance productivity and performance. By setting clear performance targets, delivering exceptional customer service, and establishing key responsible areas and performance indicators for the team, you will align objectives with company goals and priorities. Monitoring team performance against KPIs, tracking progress, and implementing strategies to address performance gaps will be essential. Additionally, you will coach team members on effective customer engagement techniques, problem-solving skills, and relationship-building strategies to enhance customer satisfaction and retention. In this role, you will analyze market trends, competitor activities, and customer feedback to identify opportunities, market segments, and process enhancements that support business growth. Conducting regular performance evaluations, one-on-one coaching sessions, and team meetings will be part of your routine. You will also identify training needs, skill gaps, and performance improvement opportunities, developing action plans to address areas for improvement. Ensuring adherence to service standards and operational procedures, while maintaining compliance with regulatory requirements and industry best practices, will be crucial. Collaboration with cross-functional teams, such as operations, training, quality, recruitment, marketing, and finance, to streamline processes, resolve issues, and optimize efficiency will also be a key aspect of your role. To qualify for this position, you should have a Bachelor's degree in Business Administration, Management, or a related field, along with at least 3 years of proven experience in customer service and team leadership roles within the BPO, travel and tourism, or consumer services industry. Excellent leadership, communication, and interpersonal skills are essential, as well as a result-oriented mindset and proficiency in using CRM systems, analytical tools, and Microsoft Office Suite. Adaptability, resilience, and a customer-centric approach to problem-solving and decision-making in a fast-paced environment will be valuable assets in this role. Joining us will offer you a competitive salary, exposure to international clients and services, opportunities for career growth and development, and a collaborative work environment that values innovation and teamwork. BVS Global, our company, is a pioneer in verification, attestation, visa, immigration, and BPO services, with a strong presence in over 100 countries. Our commitment to excellence and customer satisfaction drives our operations, making us an ideal place to further your career in team leadership within a dynamic and customer-focused industry.,
