Team Lead
IntouchCX · Hyderabad · onsite · Posted 21d ago
₹4.5L - ₹6.5L PA1–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Roles and Responsibilities :
- Lead a team of customer service representatives to achieve high levels of client satisfaction (CSAT) and handle international chats with ease.
- Coach and mentor team members to improve their performance, reduce shrinkage, attrition rates, and increase overall productivity.
- Manage stakeholder relationships with clients, internal teams, and senior leadership to ensure seamless communication and issue resolution.
- Analyze key performance indicators such as AHT, Shrinkage, Attrition rate to identify areas for improvement.
Job Requirements :
- 1-5 years of experience in BPO/Call Centre environment with expertise in International Voice Process or International Chat Process.
- Excellent people management skills with ability to lead cross-functional teams effectively.
- Strong understanding of CSAT principles and practices with proven track record of improving customer satisfaction ratings.
Sourced from naukri
Skills
International Chat ProcessCSATPeople Management Skillsteam coachingTeam HandlingattritionshrinkageClient InteractionInternational Voice ProcessStakeholder ManagementTeam LeadingAht
About IntouchCX

IntouchCX
BPO
3.3k+
employees
2001
25 years old
Winnipeg, Manitoba
Canada
₹4.5L – ₹6.5L PA
This role
About
We have built a culture around our people. By empowering our team members, we exceed your customers' expectations. A win for you is a win for us. Our solutions deliver unmatched customer experiences and actionable insights while leveraging our technology and innovation to improve performance and engagement. We do all this while remaining true to the culture and brand identity of our partners. Our 10 Things are the guiding principles that challenge us to lead with purpose and drive. They inform every team member, of every solution and every goal. As a company and as individuals, we know our ‘why’ and are driven to achieve it every day. It’s what helps us go above and beyond to guide our clients and each other. While we have bold growth goals, we’ll never sacrifice the thing that makes us who we are: our soul. It continues to shape our culture and partnerships. We work in a dynamic, ever-changing environment. We work with purpose and seize opportunities to set new industry standards.
Industries
BPOBPO/KPO
Employees rate it well for
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