International Team Lead - Malad (Customer Service TL)
TP · Mumbai · onsite · Posted 22d ago
₹5.0L - ₹6.5L PA1–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
We're Hiring || International Team Lead
Location: Malad
Working Days: 5 days working | 2 rotational week-offs
Shifts: Rotational Shifts
CTC: up to 6.50 LPA
Experience into Customer Service/ BPO Operations preferred
Roles & Responsibilities:
- Lead and manage a team of associates/SMEs and drive daily performance
- Monitor key metrics such as AHT, CSAT, NPS, BQM , SLA/TAT
- Conduct regular performance reviews, coaching and feedback sessions for team members.
- Handle escalations and ensure timely resolution of operational issues
- Plan and monitor team schedules and daily staffing requirements
- Coordinate with internal stakeholders and ensure adherence to company policies
- Prepare daily/weekly performance reports with management
Requirements:
- Good understanding about BPO operations and contact-center environment
- Experience into International BPO will be added advantage
- Excellent communication and people-management skills
- Ability to work in rotational shifts, weekends and holidays
Interested candidates may contact directly or share their resumes:
HR Riya
Email: [email removed]
Contact: [phone removed]
Sourced from naukri
Skills
CSAToperations team handlingrosteringTeam HandlingCustomer Service OperationsBpo Operationsattritionshrinkagecustomer service team leadAttrition ControlKPIShrinkage ControlAhtBQM