TELUS Digital - Team Leader - Customer Service - Voice Process

Job Title : Team Leader Customer Service (Voice Process)

Department : Operations Customer Service Voice

Shift : Rotational shifts with rotational week offs

Experience Required : 3 to 6 years (with minimum relevant experience as a Team Leader in an International BPO)

Job Summary :

We are seeking an experienced Team Leader Customer Service (Voice Process) to join our dynamic operations team. The ideal candidate will come with a strong background in International BPOs handling voice-based customer service operations. The role involves leading, mentoring, and managing a team of customer service executives to ensure top-notch service delivery and customer satisfaction.

Key Responsibilities :

• Lead a team of Customer Service Associates handling inbound / outbound voice processes for international clients
• Drive performance metrics such as CSAT, AHT, FCR, and adherence
• Monitor team performance, provide coaching, feedback, and performance appraisals
• Ensure high quality of service delivery through real-time monitoring and support
• Handle escalations and resolve complex customer issues
• Maintain reports and dashboards on team performance and service levels
• Coordinate with other departments for smooth operational flow
• Support in recruitment, training, and onboarding of new team members

Key Requirements :

ref : iimjobs.com)