Team Leader - Female Preferred

Job Description - Team Leader (Non-Voice Process)

Job Title: Team Leader(Female preferred)
Job Location: Navi Mumbai

Position Overview: We are seeking a focused and target-oriented Team Leader to join our team. In this role, you will be responsible for leading and managing a team of customer service representatives to achieve performance targets, deliver exceptional customer experiences, and drive business growth. Utilizing your expertise in customer relationship management and leadership, you will provide guidance, support, and coaching to team members, fostering a collaborative team culture and promoting performance excellence. This role requires prior experience in a BPO or similar environment, with a preference for candidates who have demonstrated expertise in end-to-end process management, especially in the travel and tourism industry.

Key Responsibilities:

• Lead, mentor, and motivate a team of customer service associates (typically 10-15 members), providing guidance, direction, and support to achieve individual and team goals.
• Foster a positive team environment, promoting collaboration, communication, and accountability among team members to maximize productivity and performance.
• Set clear performance targets, deliver exceptional customer service, and create key responsible areas (KRAs) and key performance indicators (KPIs) for the team, aligning objectives with company goals and priorities.
• Monitor team performance against KPIs, track progress, and implement strategies to address performance gaps and drive growth.
• Coach team members on effective customer engagement techniques, problem-solving skills, and relationship-building strategies to enhance customer satisfaction and retention.
• Analyze market trends, competitor activities, and customer feedback to identify opportunities, market segments, and process enhancements to support business growth.
• Conduct regular performance evaluations, one-on-one coaching sessions, and team meetings.
• Identify training needs, skill gaps, and performance improvement opportunities, developing action plans to address improvement areas.
• Ensure adherence to service standards and operational procedures, maintaining compliance with regulatory requirements and industry best practices.
• Collaborate with cross-functional teams, including operations, training, quality, recruitment, marketing, and finance, to streamline processes, resolve issues, and optimize efficiency.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Management, or a related field.
• 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 with the ability to inspire and motivate team members to achieve excellence.
• Result-oriented mindset with a track record of achieving performance targets and maximizing customer satisfaction.
• Proficiency in using CRM systems, analytical tools, and Microsoft Office Suite for performance monitoring, data reporting, and analysis.
• Adaptability, resilience, and a customer-centric approach to problem-solving and decision-making in a fast-paced environment.

Why Join Us?

• Competitive salary.
• Exposure to international clients and services.
• Opportunities for career growth and development.
• A collaborative and dynamic work environment that values innovation and teamwork.

About BVS Global: We are pioneers in verification, attestation, visa, immigration, and BPO services. We provide exemplary services tailored to the industry’s needs, boasting a strong presence in over 100 countries to ensure a smooth process for our customers. Our commitment to excellence and customer satisfaction is at the core of our operations.

Job Type: Full-time

Pay: ₹50,000.00 - ₹80,000.00 per month

Schedule:

• Day shift

Experience:

• Customer Support : 4 years (Required)

Language:

• Excellent English (Required)

Location:

• Thane, Maharashtra (Required)

Work Location: In person