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TELUS Digital - Team Leader - Customer Service - Voice Process

TELUSNoida, India

30+ days ago

Job description

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 :

3-6 years of experience in International BPOs, with at least 2+ years in a Team Leader role

Hands-on experience in voice-based customer service operations (non-tech or tech support)

Strong people management and communication skills

Flexible to work in rotational shifts and rotational week offs

Ability to manage performance under pressure and drive results

Working knowledge of CRM tools and reporting systems

ref : iimjobs.com)

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