Team Leader International Voice Process (BPO)

As a Customer Service Manager, your role involves managing a team of customer service representatives to ensure adherence to company policies and procedures. You will handle escalated customer complaints efficiently and effectively, striving to resolve them promptly. Monitoring team performance metrics, such as call quality, customer satisfaction, and average handle time, will be crucial to identify areas for improvement and implement strategies to enhance team performance and customer satisfaction. Your responsibilities also include coaching and training team members to enhance their skills and knowledge, conducting regular performance evaluations, and providing feedback. Collaboration with cross-functional teams to develop and implement customer service initiatives is essential, along with preparing and presenting regular reports on team performance to the management team. Key Responsibilities: - Manage a team of customer service representatives - Handle escalated customer complaints - Monitor team performance metrics - Identify areas for improvement and implement strategies - Coach and train team members - Conduct regular performance evaluations - Collaborate with cross-functional teams - Prepare and present regular reports on team performance Qualifications: - Previous experience in a customer service or call center role - Must be from International Voice Process - Must be any graduate - Proven leadership and management skills - Excellent communication and interpersonal skills - Ability to handle difficult and escalated customer situations - Strong problem-solving and decision-making abilities - Ability to work in a fast-paced and dynamic environment - Proficiency in MS Office and call center software - Flexibility to work different shifts, including evenings and weekends,