Team Leader | Voice Process

Job Description:

As a Team Leader, you will be responsible for leading a team of customer service representatives to provide excellent customer service and achieve team goals. Your primary focus will be to ensure that the team is meeting or exceeding performance metrics and delivering a positive customer experience.

Key Responsibilities:

Lead, coach and mentor a team of customer service representatives to achieve performance goals.

Monitor team performance and provide regular feedback to team members.

Develop and implement strategies to improve team performance and customer satisfaction.

Conduct regular team meetings to ensure alignment with company objectives.

Ensure adherence to company policies and procedures and compliance with regulatory requirements.

Manage escalations and customer complaints to ensure timely resolution and customer satisfaction.

Work collaboratively with other teams to identify opportunities for process improvements and implement solutions.

Conduct performance reviews and provide ongoing performance feedback and coaching to team members.

Ensure that the team is fully trained on products, processes, and systems.

Requirements:

Bachelor's degree in business administration, management, or a related field.

Proven experience as a BPO team leader or in a similar role.

Excellent leadership, coaching, and mentoring skills.

Strong communication and interpersonal skills.

Ability to work collaboratively with other teams and stakeholders.

Analytical and problem-solving skills.

Knowledge of contact centre operations, customer service principles, and practices.

Flexibility to work in shifts and on weekends if required.

If you are a results-driven individual with a passion for leadership and customer service, and an interest in joining our team, we encourage you to apply for this exciting opportunity Read more