We are looking for an experienced Team Lead/Team Manager to oversee a Voice Process in a BPO operations workplace. The ideal candidate should have a strong background in managing customer service teams, driving operational KPIs, and ensuring an excellent customer experience.
Key Responsibilities:
- Team Management: Supervise and mentor a team of 15 customer service agents to ensure high performance.
- Performance Monitoring: Track and improve key metrics like NPS (Net Promoter Score), AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution).
- Quality & Compliance: Ensure adherence to industry regulations and maintain compliance with company policies.
- Process Improvement: Identify gaps, implement process improvements, and enhance operational efficiency.
- Coaching & Development:
Conduct regular coaching sessions, feedback discussions, and performance evaluations.
- Escalation Handling: Address customer complaints effectively and support agents in resolving complex queries.
Key Requirements:
- Experience: Minimum 1 year of experience as a Team Lead handling in a BPO environment.
- Industry Knowledge: Strong understanding of customer service KPI.
- Leadership Skills: Ability to motivate, guide, and manage a team to achieve operational goals.
- Communication Skills: Excellent verbal and written English communication skills.
- Flexibility: Willing to work in rotational shifts and rotational week-offs.
- Immediate Joiners Preferred
Compensation & Benefits:
- Competitive salary package
- Night shift allowance (if applicable)
- Performance incentives based on team KPIs
📌 Team Lead / Team Manager (Bengaluru)
🏢 Alorica
📍 Bengaluru
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.