Team Lead-Voice / Blended (Customer Service Mandatory)

Description

We are looking for a highly skilled Team Lead - Voice / Blended with a minimum of 4-8 years of experience in the customer service industry. The ideal candidate should have excellent communication and leadership skills, a proven track record of achieving targets, and the ability to work under pressure. The position is based in India.

Responsibilities

• Manage a team of customer service representatives and ensure that they meet their targets
• Monitor and evaluate team performance and provide regular feedback to team members
• Develop and implement strategies to improve team performance and customer satisfaction
• Manage customer escalations and resolve complaints in a timely and effective manner
• Ensure adherence to company policies and procedures
• Collaborate with other teams to ensure seamless customer service experience
• Conduct regular team meetings and training sessions to enhance team performance
• Prepare and submit reports on team performance and customer feedback

Skills and Qualifications

Skills Required

Team Management, Customer Service, performance metrics, crm software, Data Analysis, Process Improvement, Training And Development, Sla Management, Quality Assurance