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White Horse Manpower Consultancy Private Limited
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Team Leaders International Call Center Customer Support / IT Helpdesk

Team Leaders International Call Center Customer Support / IT Helpdesk

White Horse Manpower Consultancy Private Limited

4 - 9 years

5 - 8 Lacs

Bengaluru / Bangalore Karnataka India

Posted:2 months ago| Platform: Foundit logo

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Skills Required

Call Center Management Escalation Management Training Development Customer Relationship Management Technical Support performance metrics Data Analysis Process Improvement Team Leadership

Work Mode

On-site

Job Type

Full Time

Job Description

Description We are seeking a dynamic Team Leader for our International Call Center Customer Support / IT Helpdesk team in India. The ideal candidate will have a proven track record in leading teams and a passion for delivering exceptional customer service. You will be responsible for managing a team of support agents, ensuring they are equipped to provide outstanding service to our global clientele. Responsibilities Lead and manage a team of customer support agents in a high-volume call center environment. Ensure team performance meets or exceeds KPIs and SLAs. Provide training, coaching, and mentorship to team members to enhance their skills and performance. Handle escalated customer issues and provide effective resolutions in a timely manner. Monitor call quality and provide feedback to agents to improve service delivery. Collaborate with other departments to ensure seamless service delivery and customer satisfaction. Prepare and present reports on team performance and customer feedback to management. Conduct regular team meetings to communicate updates, policies, and procedures. Skills and Qualifications 4-9 years of experience in customer support or IT helpdesk environments. Strong leadership and team management skills. Excellent communication and interpersonal skills. Proficiency in customer relationship management (CRM) software and ticketing systems. Ability to analyze data and generate reports for performance tracking. Strong problem-solving skills and ability to handle escalated issues effectively. Familiarity with IT support processes and troubleshooting techniques. Ability to work in a fast-paced environment and manage multiple priorities.

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Team Leaders International Call Center Customer Support / IT Helpdesk