Team Leader International Voice Process (BPO)

As a Customer Service Team Manager, you will be responsible for leading a team of customer service representatives to ensure adherence to company policies and procedures. Your role will involve handling escalated customer complaints efficiently, monitoring team performance metrics, and identifying areas for improvement to enhance team performance and customer satisfaction. You will coach and train team members to enhance their skills and knowledge, conduct regular performance evaluations, and provide constructive feedback. Collaboration with cross-functional teams to develop and implement customer service initiatives is a key aspect of this role. Additionally, you will prepare and present regular reports on team performance to the management team. To qualify for this position, you should have previous experience in a customer service or call center role, specifically in an International Voice Process. A graduate degree is required. Proven leadership and management skills, excellent communication, and interpersonal abilities are essential. Your problem-solving and decision-making skills will be vital in handling difficult and escalated customer situations. The ideal candidate will thrive in a fast-paced and dynamic environment, demonstrating proficiency in MS Office and call center software. Flexibility to work different shifts, including evenings and weekends, is a must for this role.,