Team Lead- International Voice Process
- US Healthcare BPO
- 5 - 10 years
- Bengaluru
- 25 days ago
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Job Description
Role: Team Lead Operations (International Voice Process)
Location: Bangalore
CTC: Up to 6.4 LPA
Immediate joiners
Key Responsibilities:
- Team Management:
- Lead, mentor, and motivate a team of customer service representatives.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Address team concerns and provide feedback for continuous improvement.
- Performance Monitoring:
- Monitor and analyze team performance metrics (e.g., call handling time, customer
satisfaction scores, adherence to scripts).
- 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 up-to-date knowledge of industry trends and best practices.
Requirements:
- 4-5+ years of International BPO experience, with at least 1 year in team lead role (on paper).
- Strong communication and interpersonal skills.
- Flexible to work in shifts.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: US Healthcare BPOLocation(s): Bengaluru+ View Contact
Keyskills: Team Management Voice Process SLA Management Operations International Voice Process Customer Service International Call Center Bpo Operations Customer Satisfaction Team Leading CSAT International BPO
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₹ 1.75-6.5 Lacs P.A
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