Team Lead (BPO Voice Process) - Hyderabad (KFin Technogies Ltd)

We are currently Hiring and expanding our team for our Contact Center (BPO) Hyderabad location.

Open Position: 6 Nos.

Deputy Manager (BPO Voice Process) - 2 Nos

Assistant Manager (BPO Voice Process) - 2 Nos

Team Lead (BPO Voice Process) - 2 Nos

CTC Range - 5 LPA - 7 LPA

Job Locations: Secunderabad (JBS)

Required Skills: Good Communication in both English & Hindi must

Qualification: Graduation Must (60% and above)

Transportation: No transportation provided

Shift Timings: Regular Morning Shifts (No rotational / No Night Shifts)

Working Days: Monday to Friday + Alternate Saturdays working

Work Mode: Work from office only (No WFH option)

Job Description

Responsibilities

• Manage a team of customer service representatives, ensuring that they adhere to company policies and procedures
• Handle escalated customer complaints and work to resolve them quickly and effectively
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
• Coach and train team members to improve their skills and knowledge
• Conduct regular performance evaluations and provide feedback to team members
• Collaborate with cross-functional teams to develop and implement customer service initiatives
• Prepare and present regular reports on team performance to the management team

Qualifications

• Previous experience in a customer service or call center role
• Proven leadership and management skills
• Excellent communication and interpersonal skills
• Ability to handle difficult and escalated customer situations
• Strong problem-solving and decision-making abilities
• Ability to work in a fast-paced and dynamic environment
• Proficiency in MS Office and call center software
• Flexibility to work different shifts, including evenings and weekends

Skills

• Customer service
• Leadership
• Problem-solving
• Decision-making
• Communication
• Interpersonal skills
• Call center software
• Microsoft Office
• Time management
• Team management

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