Team leader operations For international Voice process

Greetings from Sagility !

Urgent hiring for Team leader contact center for Sagility Health, Bangalore location.

Looking for at least 1 year of experience on papers as a team leader from Internation contact center, preferrable who supported for US , UK or Australian market.

Job Title: Team Lead - US Voice Process

Level/Salary Range: OM1

Reporting to: Assistant Manager

Location: Bangalore

Working Hours/Days: 9 Hours / 5 Rotational Days a Week

Shift: Rotational Night Shifts

Company URL: www.sagilityhealth.com

Job Description:

As a Team Leader in our US Voice Contact Center, you will oversee a team of 20-30 customer service representatives, ensuring they provide outstanding service to US-based customers. You will be responsible for guiding your team to meet and exceed performance targets, managing daily operations, and maintaining high standards of customer satisfaction. Excellent English communication skills are essential for this role.

Preferable looking for experience in US health insurance voice process .

Should have good experience in all contact center metrics like AHT , MPS , CSAT and tools .

Key Responsibilities:

Team Management:

Lead, mentor, and motivate a team of 20-30 customer service representatives.

Conduct regular team meetings, one-on-ones, and performance reviews.

Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:

Monitor and analyze team performance metrics.

Set and track performance targets and KPIs.

Implement strategies to achieve and exceed performance goals.

Quality Assurance:

Ensure adherence to quality standards and protocols.

Conduct regular quality checks and audits of calls.

Provide coaching and training to enhance service quality.

Operational Management:

Manage daily operations to ensure efficient workflow and resource allocation.

Handle escalated customer issues and complaints.

Collaborate with other departments to resolve complex issues.

Reporting:

Prepare and present regular performance reports to senior management.

Analyze trends and identify areas for improvement.

Recommend and implement process improvements.

Training and Development:

Identify training needs and coordinate training sessions.

Foster a culture of continuous learning and development within the team.

Compliance:

Ensure compliance with company policies, procedures, and regulatory requirements.

Maintain up-to-date knowledge of industry trends and best practices.

Qualifications:

Bachelors degree is required.

Experience:

Minimum 5 years of experience in a International contact center environment.

Proven experience in a supervisory or team leader role, preferably in an international voice contact center supporting US customers.

At least 1 year of experience as a Team leader on papers

Should have good experience in all contact center metrics like AHT , MPS , CSAT and tools .

Skills:

Excellent leadership and people management skills.

Strong analytical and problem-solving abilities.

Exceptional English communication and interpersonal skills.

Ability to work in a fast-paced and dynamic environment.

Proficiency in using contact center software and CRM systems.

Other Requirements:

Flexibility to work in rotational night shifts, including weekends.

Strong understanding of customer service principles and practices.

Ability to handle high-pressure situations calmly and effectively.

Interested folks can please share your updated resume to : [HIDDEN TEXT]

Or Whats app your resume on : [phone removed]

Role: Voice / Blended - Other

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: Any Graduate