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TELUS Digital - Team Leader - Customer Service - Voice Process

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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