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Team Lead
The HIRDPune, IN8 hours ago
Job descriptionMinimum 2 + years of experience in Customer Support – International Voice Process . Proven experience handling Inbound and Outbound Voice Operations . Strong exposure to contact center metrics – AHT, CSAT, Attrition, and Quality. Demonstrated ability to lead large teams (20+) in a fast-paced BPO / Customer Service setup. Excellent communication (verbal & written) and interpersonal skills. Hands-on experience in performance management, coaching, and RCA (Root Cause Analysis) . Proficiency in CRM tools (Salesforce, MS Office 365) and reporting dashboards. Should be comfortable with night shifts and immediate joiners will be preferred.
Team Lead – Customer Support (International Voice Process)
Location : Airoli,Navi Mumbai
Salary : Upto 8 LPA
Shift : Night Shift (US Process)
Work Mode : Work from Office
Experience : Minimum 2+ Years (Customer Support – International Voice Process)
Key Responsibilities :
- Lead and manage a team of 20+ associates in International Voice Support (Inbound & Outbound).
- Ensure adherence to key metrics including AHT, CSAT, FCR , and Quality SLAs .
- Conduct regular performance reviews, coaching, and feedback sessions to drive productivity.
- Analyze daily / weekly reports to identify trends and improvement opportunities.
- Manage escalations efficiently while maintaining customer satisfaction at the core.
- Collaborate with cross-functional teams (Quality, Training, WFM) to enhance process efficiency.
- Ensure 100% compliance with company policies, attendance, and shift rosters.
Required Skills & Experience :
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Team Lead • Pune, IN
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