Team Lead Operations - Customer Service - Inbound (Voice, Email, Chat)

Team Lead Operations - Customer Service - Inbound (Voice, Email, Chat)

Process: Travel/Aviation process

Location: Navi Mumbai, Ghansoli

Role Summary:-

An experienced and dynamic Team Leader to oversee and motivate our customer service, outbound, and sales teams. The ideal candidate will have a proven track record of driving team performance, meeting SLA targets, and fostering an encouraging work environment. The role involves real-time management, ensuring schedule adherence, setting clear team goals, and developing strategies to promote team success.

Key Responsibilities:-

• Manage and lead the inbound, outbound, and sales teams, ensuring they meet SLA targets and daily goals.
• Conduct real-time monitoring and coaching to improve team performance and adherence to schedules.
• Create an encouraging and supportive team environment that fosters collaboration, motivation, and professional growth.
• Develop and implement strategies to drive sales within the team and meet sales targets/goals.
• Analyze team performance data and identify areas for improvement, implementing corrective actions as needed.
• Conduct regular team meetings to communicate updates, provide feedback, and address any concerns or challenges.
• Ensure compliance with company policies, procedures, and quality standards.
• Collaborate with cross-functional teams to streamline processes and enhance operational efficiency.
• Handle inbound calls, providing detailed information on visa requirements and application procedures.
• Identify and facilitate training opportunities to enhance team skills and knowledge.

Criteria:-

1. Graduate (any stream).

2. Overall 4+ years includes 1+ year as Team Lead into BPO/Call Center

3. Strong communication and interpersonal abilities.

4. Experience in a customer-facing role, preferably in a contact center or customer support environment.

Shift: Day Shift

Week Off: Sat - Sun

If the above skill set aligns with your current experience, please share your updated resume at [email removed] or Whatsapp me at [phone removed].