Team Lead (International voice exp ) - Salary 6.3LPA
- Trigent
- 4 - 8 years
- Bengaluru
- 9 months ago
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Job Description
Greeting from Trigent !!
Share CV :Na*********g@tr****t.com
Job Description:
As a Team Leader in our International Voice Contact Center, you will oversee a team of customer service
representatives, ensuring they provide outstanding service to our international customers. You will be
responsible for guiding your team to meet and exceed performance targets, manage daily operations, and
maintain high standards of customer satisfaction.
Key Responsibilities:
- Team Management:
o Lead, mentor, and motivate a team of customer service representatives.
o Conduct regular team meetings, one-on-ones, and performance reviews.
o Address team concerns and provide feedback for continuous improvement.
Performance Monitoring:
o Monitor and analyze team performance metrics (e.g., call handling time, customer
satisfaction scores, adherence to scripts).
o Set and track performance targets and KPIs.
o Implement strategies to achieve and exceed performance goals.
Quality Assurance:
o Ensure adherence to quality standards and protocols.
o Conduct regular quality checks and audits of calls.
o Provide coaching and training to enhance service quality.
Operational Management:
o Manage daily operations to ensure efficient workflow and resource allocation.
o Handle escalated customer issues and complaints.
o Collaborate with other departments to resolve complex issues.
Reporting:
o Prepare and present regular performance reports to senior management.
o Analyze trends and identify areas for improvement.
o Recommend and implement process improvements.
Training and Development:
o Identify training needs and coordinate training sessions.
o Foster a culture of continuous learning and development within the team.
Compliance:
o Ensure compliance with company policies, procedures, and regulatory requirements.
o Maintain up-to-date knowledge of industry trends and best practices.
Qualifications:
Education:
o Bachelors degree.
Experience:
o Minimum 5 years of experience in a contact center environment.
o Proven experience in a supervisory or team leader role, preferably in an international voice
contact center.
- Skills:
o Excellent leadership and people management skills.
o Strong analytical and problem-solving abilities.
o Exceptional communication and interpersonal skills.
o Ability to work in a fast-paced and dynamic environment.
o Proficiency in using contact center software and CRM systems.
Other Requirements:
o Flexibility to work in different shifts, including nights and weekends.
o Strong understanding of customer service principles and practices.
o Ability to handle high-pressure situations calmly and effectively.
Regards
Nagarathna G
Recruitment Specialist
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Onboarding - Voice / BlendedEmployement Type: Full timeContact Details:
Company: Trigent, Location(s): Bengaluru
Keyskills: Team Management Team Handling Team Leading Team Coaching Team Supervision Team Training Team Building Team Coordination Team Motivation
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Trigent
Trigent is a leading provider of IT services and solutions, headquartered in Boston, USA, with development centers in India. We are committed to delivering high-quality software solutions and services to our clients across the globe. Our expertise spans a wide range of industries, and we take pri...
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