Team Lead - Customer Service

We are seeking a dedicated and experienced Team Lead for our Customer Service department in Maharashtra. The ideal candidate will have a strong background in customer service and support, particularly within the voice process of an international BPO environment. As a Team Lead, you will be responsible for overseeing a team of customer service representatives, ensuring that they deliver exceptional service to our clients and customers.

Key Responsibilities

• Lead and manage a team of customer service agents, providing guidance and support to ensure high performance and morale.
• Monitor team performance metrics and implement strategies for improvement.
• Conduct regular training sessions to enhance team skills and knowledge in customer service best practices.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Collaborate with other departments to improve service delivery and customer satisfaction.
• Prepare and present reports on team performance and customer feedback to management.

Required Skills

• Proven experience in customer service and support, particularly in a voice process environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and implement improvement strategies.
• Familiarity with international BPO operations is a plus. 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.

This job is provided by Shine.com