Team Leader - Customer Service - BPO (6-9 yrs) Navi Mumbai (After-Sales/Customer Service)
Fraank Systems
Navi Mumbai, Maharashtra
Permanent
Full-time
2 months ago
Job Description for Team Leader:- Graduates- Flexible with rotational shifts and week-offs- On paper, must have a minimum of 2+ years' experience as a Team Leader, with overall experience of 5+ years.- Experience in the customer service voice process is required.- Good communication and interpersonal skills- Self-driven, enthusiastic, and result-oriented- Proficient in Team and KRAs management, Attrition and Shrinkage management, Feedback, and coaching- Ability to mentor the team to help them achieve individual and team objectives.UserDetailed JDChatGPTJob Description for Team Leader:- Graduates with a minimum of 5 years of overall experience, including at least 2 years of experience as a Team Leader in the customer service voice process.- Must be flexible with rotational shifts and week-offs.- Excellent communication and interpersonal skills are essential.- Self-driven, enthusiastic, and result-oriented individual.- Proficient in managing team performance, including setting and monitoring Key Result Areas (KRAs), attrition, and shrinkage management.- Experienced in providing regular feedback and coaching to team members to enhance their performance.- Ability to mentor and guide the team to achieve both individual and collective objectives.- Ensure adherence to quality standards and service level agreements (SLAs).- Collaborate with other team leaders and managers to optimize team performance and achieve organizational goals.- Stay updated with industry trends and best practices in customer service management.- Drive a culture of continuous improvement and innovation within the team.- Handle escalations and resolve conflicts within the team effectively. (ref:updazz.com)