Immediate Openings-Team Lead-International Voice Process

Key Responsibilities:

Team Management:

• Lead, mentor, and motivate a team of 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 (e.g., call handling time, customer satisfaction scores, adherence to scripts).
• 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

Other Requirements: Flexibility to work in different shifts, including nights and weekends.

Strong understanding of customer service principles and practices. Ability to handle high-pressure situations calmly and effectively.

Candidate must be ready to work in US shifts(Both way cab will be provided)

Interested Candidates can share your CV - [email removed].