Team lead

About Client

Hiring for One of the Top most Prestigious Multinational Corporations

Job Title :

Team Lead

Quality Anlayst

Qualification : Only Graduates

Relevant Experience :

• Quality Anlayst- 4 + year exp in International customer service
• Team Lead position - 5+ years in customer service and minimum 1 year as SME / Specialist or Team lead

Must Have Skills :

1.Excellent communication and leadership skills

2.Strong analytical, coaching, and conflict resolution abilities

3.Proficient in contact center tools and CRM systems

4.Flexible to work in rotational night shifts

Good Have Skills :

Manage a team of customer service representatives, ensuring high-quality service delivery, performance optimization, and compliance with process standards.

Roles and Responsibilities :

1.Lead, mentor, and manage a team of voice agents in an international process

2.Track and improve KPIs such as AHT, CSAT, and call quality scores

3.Conduct daily huddles, coaching sessions, and performance reviews

4.Manage escalations, ensure SLA adherence, and implement process improvements

5.Ensure compliance with quality standards and company policies

6.Generate and present performance reports to management

7.Collaborate with training teams and contribute to continuous improvement

Location : Hyderabad

CTC Range : Max 6 lpa

Notice Period : Immediate - 30 days

Mode of Interview : Walk-in

Shift Timing : Rotational Shift

Mode of Work : Work From Office

Thanks & Regards,

Isha

HR Analyst- TA-Delivery

Black and White Business Solutions Pvt Ltd

Bangalore, Karnataka, INDIA.

Direct Number : / Whatsapp @

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