Client Services Team Lead
Selections HR Services Private LimitedHyderabad, Republic Of India, IN14 hours ago
Job descriptionMinimum 1 year experience as a Team Leader / SME in an international (US) voice process. Strong people management and leadership skills. Excellent communication, reporting, and analytical ability. Experience in BFSI / Telecom / Healthcare / E-commerce US process preferred. Proficient in Excel, MIS, and performance dashboards.
Role Overview :
We are hiring an experienced Team Leader – Operations for a leading international BPO handling US Voice Process . The ideal candidate should be a people manager with strong exposure to team performance management, call handling, process KPIs , and client interactions .
Key Responsibilities :
- Manage a team of 10–20 associates in an outbound / inbound US Voice Process .
- Drive performance against SLA metrics (AHT, CSAT, FCR, QA, Attendance, etc.).
- Monitor daily operations and ensure consistent achievement of KPIs.
- Handle escalations and ensure timely resolution of customer issues.
- Conduct team huddles, feedback sessions, and performance reviews.
- Work closely with Quality, Training, and Workforce teams to improve output.
- Prepare daily, weekly & monthly reports for client and internal stakeholders.
- Motivate and mentor the team to maintain high engagement and low attrition.
Desired Skills & Competencies :
Education :
Graduate / Post-Graduate in any stream.
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Team Lead • Hyderabad, Republic Of India, IN
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