Team Lead

Job Title: Team Lead - International Customer Service

Location: Hyderabad

Shift: 24/7 Rotational Shifts

Qualification: Any Graduate

Experience: 3-6 Years (Minimum 1 year experience as a Team Lead preferred)

Job Summary

We are seeking a dynamic and results-driven Team Lead to manage and motivate a team within an International Customer Service process. The ideal candidate will be responsible for driving team performance, ensuring service excellence, meeting operational targets, and maintaining high customer satisfaction levels.

Key Responsibilities

• Lead, coach, and mentor a team of Customer Service Associates.
• Monitor daily team performance against established KPIs and SLAs.
• Conduct regular team huddles, one-on-one sessions, and performance reviews.
• Ensure adherence to quality, productivity, attendance, and compliance standards.
• Handle customer escalations and provide timely resolutions.
• Analyze performance metrics and identify areas for improvement.
• Prepare and maintain MIS reports and operational dashboards.
• Collaborate with cross-functional teams to achieve business objectives.
• Drive employee engagement and team development initiatives.
• Support hiring, onboarding, training, and retention activities.

Required Skills

• Excellent verbal and written communication skills.
• Strong people management and leadership abilities.
• Experience in handling international customer interactions.
• Good analytical and problem-solving skills.
• Proficiency in MS Office, especially Excel and PowerPoint.
• Ability to work in a fast-paced environment and rotational shifts.
• Strong stakeholder and client management skills.

Eligibility Criteria

• Any Graduate.
• Minimum 3 years of experience in Customer Service/BPO operations.
• Prior Team Lead experience in an International Voice Process is preferred.
• Willingness to work in 24/7 rotational shifts.
• Strong understanding of customer service metrics and performance management

Location: Hyderabad

Process: International Customer Service

Shift: 24/7 Rotational Shifts

Interested candidates can apply with their updated resume.

Mail - [Confidential Information]

Contact- 9076011128(only WhatsApp)