Roles and Responsibilities :

- Lead a team of customer support agents to achieve high levels of customer satisfaction (CSAT) through effective handling of international calls, emails, and chats.

- Develop and implement strategies to reduce attrition rates by providing training programs, coaching sessions, and performance feedback to team members.

- Manage escalations effectively by identifying root causes of issues and implementing corrective actions to prevent recurrence.

- Analyze data to identify trends in call volume, resolution times, and agent performance to optimize processes for improved efficiency.

Job Requirements :

- 4-12 years of experience in an International BPO workplace with expertise in handling inbound calls, emails, or chats from diverse geographies.

- Mandate 1+ Year as Team Lead on Papers

- Proven track record of leading teams towards achieving excellent CSAT scores while maintaining low attrition rates.

- Strong understanding of international voice process operations including accent neutralization techniques for clear communication with customers worldwide.

📌 Team Lead (Bengaluru)
🏢 GHRS TRAINING
📍 Bengaluru