Team Lead

Job Summary

The Team Leader is responsible for leading and managing a team of Customer Service Executives handling international customer interactions through voice, email, and chat channels. The role focuses on achieving operational targets, delivering exceptional customer experience, improving team performance, and ensuring adherence to client and company standards.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and motivate a team of 15-25 Customer Service Associates.
• Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
• Monitor attendance, punctuality, and schedule adherence.
• Manage employee engagement activities to promote a positive work environment.
• Handle employee grievances and support conflict resolution.

Performance Management

• Drive achievement of all operational KPIs and client SLAs.
• Monitor and improve:
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Quality Scores
• Average Handle Time (AHT)
• Service Levels
• Productivity Metrics
• Analyze performance reports and implement action plans for improvement.
• Manage underperforming team members through coaching and development plans.

Customer Experience Management

• Ensure delivery of excellent customer service across all interactions.
• Handle customer escalations and critical cases effectively.
• Identify recurring customer issues and recommend process improvements.
• Promote customer-centric culture across the team.

Quality & Compliance

• Ensure adherence to quality standards, protocols, and compliance requirements.
• Conduct call monitoring and feedback sessions.
• Collaborate with Quality and Training teams to improve performance.
• Ensure compliance with client policies, data security, and company procedures.

Training & Development

• Support onboarding and nesting of new hires.
• Identify training needs based on performance trends.
• Coach team members on communication skills, customer handling, and process knowledge.
• Develop future leaders and high-potential employees within the team.

Reporting & Stakeholder Management

• Prepare and present daily, weekly, and monthly performance reports.
• Communicate team performance updates to management.
• Coordinate with Workforce Management (WFM), Quality, Training, HR, and Operations teams.
• Participate in client reviews and operational meetings as required.

Required Qualifications

• Bachelor's Degree in any discipline.
• 3-6 years of experience in an International BPO Customer Service environment.
• Minimum 1-2 years of experience as a Team Leader, Acting Team Leader, or SME.
• Strong understanding of customer service operations and metrics.

Required Skills

• Team Leadership and People Management
• Customer Service Excellence
• Coaching and Mentoring
• Performance Management
• Conflict Resolution
• Decision Making and Problem Solving
• Effective Communication Skills
• MS Excel and Reporting Skills
• Stakeholder Management
• Analytical and Data Interpretation Skills

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Quality Compliance Scores
• SLA Achievement
• Employee Engagement
• Attrition and Retention Metrics
• Productivity and Utilization

Preferred Qualifications

• Experience managing US, UK, Australian, or Canadian customer service processes.
• Knowledge of Workforce Management (WFM) and Quality frameworks.
• Lean Six Sigma certification is an added advantage.

Shift Details

• Rotational Shifts / 5 Days Working.
• 24x7 Operations Environment

Regards,

Yamanur HR team.

Contact: 9449900627 or [Confidential Information] with your resume and Mention that your applying for TL HYD.