BPO Customer Support Team Lead

We are seeking a dynamic and experienced BPO Customer Support Team Lead to join our team in Maharashtra. The ideal candidate will have a strong background in international voice processes, particularly in US and UK markets, and will be responsible for leading a team of customer support representatives to deliver exceptional service to our clients.

As a Team Lead, you will oversee daily operations, ensuring that your team meets performance metrics and provides high-quality support. You will be responsible for training and mentoring team members, conducting performance evaluations, and implementing best practices to enhance team efficiency. Your role will also involve collaborating with other departments to address customer issues and improve service delivery.

Key Responsibilities

• Lead and manage a team of customer support representatives, ensuring adherence to company policies and procedures.
• Monitor team performance and provide feedback to enhance individual and team productivity.
• Conduct regular training sessions to improve team skills and knowledge of products and services.
• Handle escalated customer inquiries and resolve complex issues effectively.
• Collaborate with management to develop strategies for improving customer satisfaction and operational efficiency.
• Prepare reports on team performance and customer feedback for management review.

Required Skills

• Strong understanding of international voice processes, particularly in BPO environments.
• Proven experience in a team lead or managerial role within customer support.
• Excellent communication and interpersonal skills.
• Ability to motivate and inspire a team to achieve targets.
• Strong problem-solving skills and the ability to handle high-pressure situations.

If you are passionate about customer service and have the leadership skills to drive a team towards success, we encourage you to apply for this exciting opportunity.