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Experience

• Minimum 2 years’ experience in BPO as Team Lead for voice process.
• Overall experience of 5 to 6 years in Call Centre Industry.

Qualifications

• Any graduation

Job Summary

• Build and coordinate a thriving customer service team through training and coaching.
• Support the team by providing guidance to agents and handling of escalations.
• Ensure customer care service standards of the organization are strictly adhered to by every customer service personnel.
• Conduct periodic reviews and performance evaluations of team members.
• Carry out managerial roles such as facilitating meetings and communication of company news.
• Perform administrative duties such as leave approvals and roaster preparation.
• Improve overall department performance by identifying opportunities to enhance internal processes.
• Build a customer-centric culture.

Should be flexible to work in shifts.

Required skills:

• Hands on experience in Avaya and Freshdesk software.
• Proficiency in MS Office suite.
• Excellent verbal and written Communication
• Team Management skills
• Motivational skills
• Strong multi-tasking
• Attention to detail
• Analytic problem-solving skills