Customer Experience Team Lead

🌍 International Technical Voice Process Expertise = Big Plus!

✨ Be Part of Teleperformance’s Global Leadership Journey

Role & responsibilities

• Be responsible for the teams overall performance.
• Ensure timely and effective completion of assigned tasks.
• Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
• Strong troubleshooting skills
• Compile and publish reports on teams’ performance reports on set frequencies (Daily / Weekly / Monthly etc.).
• Coordinate periodic and regular meetings with other Team Leaders, and Managers to discuss process impediments, needed resources or issues / delays in completing the task.
• Provide the team with a vision of the process objectives.
• Should have experience on shrinkage, attrition, CSAT / NPS, FCR.
• Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
• Graduate and Above in any stream and Engineering