Operations Team Lead - International

Team Lead Operations_International _ Customer Service _ Voice

Location: Ghansoli, Navi Mumbai

Role Summary:-

An experienced and highly motivated Team Lead to oversee Inbound Customer Support team. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Key Responsibilities:-

• Handle inbound customer queries and concerns through voice (85%) and email (15%) channels, ensuring prompt and effective resolution.
• Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
• Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
• Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
• Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
• Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
• Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.
• Contribute to the development and implementation of training programs for team members to enhance their skills and knowledge.
• Participate in process improvement initiatives, providing valuable insights and recommendations based on customer feedback and operational data

Criteria:-

• Graduate (any stream).
• Overall 4+ years includes 1+ year as Team Lead into BPO/Call Center
• Strong problem solving and analytical skills.
• Experience in a customer-facing role, preferably in a contact center or customer support environment.
• Knowledge of industry-specific products, services, and processes.

Shift Timings: UK shifts (12 am to 12 pm) - 9.5 hours

Week Off: Saturday & Sunday fixed

If the above role aligns with your experience and skill set, please share your updated resume at [email removed] or connect with me on WhatsApp at [phone removed].