We are looking for an experienced Team Lead to manage our overseas order handling team within our captive customer support operations. The role involves driving team performance, ensuring service excellence, and managing key contact center metrics such as AHT, CSAT, SLA, Quality, Productivity, Attrition, Retention, and Attendance.
Role & responsibilities
- Lead and manage the team to achieve operational goals.
- Monitor and drive key contact center metrics such as AHT, CSAT, SLA, Quality, Productivity, Attrition, Retention, and Attendance.
- Coach, mentor, and develop team members through regular feedback and performance reviews.
- Handle customer escalations and ensure timely issue resolution.
- Drive employee engagement initiatives to improve team performance and retention.
- Prepare performance reports and identify opportunities for process improvement.
- Collaborate with cross-functional teams to ensure seamless customer support operations.
- Ensure adherence to company policies, SOPs, and service quality standards.
Preferred candidate profile
- 4+ years of experience as a Team Lead in a BPO/Contact Centre environment.
- Experience managing customer support teams is preferred.
- Robust people management, coaching, and performance management skills.
- Good analytical, reporting, and communication abilities.
Interested candidates may apply directly or share their CV's at
[email protected]
📌 Team Lead- Customer Service (Delhi)
🏢 Ferns N Petals
📍 Delhi