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Team Lead

Team Lead

The HIRDthoothukudi, India
1 day ago
Job description

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 :

  • Minimum 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.
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