Greetings from Sagility Urgent hiring for Team leader contact center for Sagility Health Bangalore location Looking for at least 1 year of experience on papers as a team leader from Internation contact center preferrable who supported for US UK or Australian market Job Title Team Lead US Voice Process Level Salary Range OM1 Reporting to Assistant Manager Location Bangalore Working Hours Days 9 Hours 5 Rotational Days a Week Shift Rotational Night Shifts Company URL www sagilityhealth com As a Team Leader in our US Voice Contact Center you will oversee a team of 2030 customer service representatives ensuring they provide outstanding service to USbased customers You will be responsible for guiding your team to meet and exceed performance targets managing daily operations and maintaining high standards of customer satisfaction Excellent English communication skills are essential for this role Preferable looking for experience in US health insurance voice process Should have good experience in all contact center metrics like AHT MPS CSAT and tools Key Responsibilities Team Management Lead mentor and motivate a team of 2030 customer service representatives Conduct regular team meetings oneonones and performance reviews Address team concerns and provide feedback for continuous improvement Performance Monitoring Monitor and analyze team performance metrics Set and track performance targets and KPIs Implement strategies to achieve and exceed performance goals Quality Assurance Ensure adherence to quality standards and protocols Conduct regular quality checks and audits of calls Provide coaching and training to enhance service quality Operational Management Manage daily operations to ensure efficient workflow and resource allocation Handle escalated customer issues and complaints Collaborate with other departments to resolve complex issues Reporting Prepare and present regular performance reports to senior management Analyze trends and identify areas for improvement Recommend and implement process improvements Training and Development Identify training needs and coordinate training sessions Foster a culture of continuous learning and development within the team Compliance Ensure compliance with company policies procedures and regulatory requirements Maintain uptodate knowledge of industry trends and best practices Qualifications Bachelors degree is required Experience Minimum 5 years of experience in a International contact center environment Proven experience in a supervisory or team leader role preferably in an international voice contact center supporting US customers At least 1 year of experience as a Team leader on papers Should have good experience in all contact center metrics like AHT MPS CSAT and tools Skills Excellent leadership and people management skills Strong analytical and problemsolving abilities Exceptional English communication and interpersonal skills Ability to work in a fastpaced and dynamic setting Proficiency in using contact center software and CRM systems Other Requirements Flexibility to work in rotational night shifts including weekends Strong understanding of customer service principles and practices Ability to handle highpressure situations calmly and effectively Interested folks can please share your updated resume to HIDDEN TEXT Or Whats app your resume on hidden mobile Role Voice Blended Other Industry Type BPM BPO Department Customer Success Service Operations Employment Type Full Time Permanent Role Category Voice Blended Education UG Any Graduate

📌 Team leader operations For international Voice process (Bengaluru)
🏢 Sagility India Private
📍 Bengaluru