Team leader operations

As a Team Leader in our US Voice Contact Center, you will oversee a team of 15-20 customer service representatives in Inbound voice process , ensuring they provide outstanding service to US-based customers.

You will be responsible for guiding your team to meet and exceed performance targets, managing daily operations, and maintaining high standards of customer satisfaction.

Should have Excellent English communication skills are essential for this role.

Should have good experience in all contact center metrics like AHT , NPS , CSAT and tools .

Key Responsibilities:

Team Management:

Lead, mentor, and motivate a team of 150-20 customer service representatives.

Conduct regular team meetings, one-on-ones, and performance reviews.

Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:

Monitor and analyze team performance metrics.

Set and track performance targets and KPIs.

Implement strategies to achieve and exceed performance goals.

Quality Assurance:

Ensure adherence to quality standards and protocols.

Conduct regular quality checks and audits of calls.

Provide coaching and training to enhance service quality.

Operational Management:

Manage daily operations to ensure efficient workflow and resource allocation.

Handle escalated customer issues and complaints.

Collaborate with other departments to resolve complex issues.

Reporting:

Prepare and present regular performance reports to senior management.

Analyze trends and identify areas for improvement.

Recommend and implement process improvements.

Qualifications:

Bachelors degree is Mandatory

Experience:

Minimum 5 years of experience in a International contact center environment from US , UK , Australian , Canada , ANZ markets , any one of these in inbound or outbound .

Proven experience in a supervisory or team leader role, preferably in an international voice contact center .

At least 1 year of experience as a Team leader on papers

Should have good experience in contact center metrics like AHT , MPS , CSAT and tools .

Skills:

Excellent leadership and people management skills.

Strong analytical and problem-solving abilities.

Exceptional English communication and interpersonal skills.

Ability to work in a fast-paced and dynamic environment.

Proficiency in using contact center software and CRM systems.

Other Requirements:

Flexibility to work in Night shifts from 6.30 pm to 3.30 am or 7 PM to 4 AM IST .

Strong understanding of customer service principles and practices.