Zigsaw
Location
Mumbai | India
Job description
Position: Team Leader Voice Process
Location: Mumbai
The Role:
As a Team Leader for the Voice Process in an international calling environment you will be
responsible for leading and managing a team of customer service representatives. Your role will
involve overseeing the daytoday operations ensuring service quality and achieving performance
targets.
Responsibilities:
Team Management:
Oversee daytoday operation
Supervise and guide a team of customer service representatives.
Assign tasks and set performance goals to achieve targets.
Provide coaching and training to team members for skill development.
Monitor individual and team performance and provide regular feedback.
Motivate and inspire the team to deliver exceptional customer service.
Process Execution:
Ensure smooth operations and adherence to established processes.
Handle escalations and resolve customer complaints or issues.
Collaborate with other teams or departments to resolve complex problems.
Conduct regular team meetings to discuss updates goals and challenges.
Maintain accurate records of team performance and service metrics.
Quality Assurance:
Monitor and evaluate calls to ensure quality standards are met.
Provide feedback and coaching to team members to improve performance.
Implement quality improvement initiatives to enhance customer satisfaction.
Conduct regular audits to identify areas for improvement and address training
needs.
Performance Management:
Set performance targets and track individual and team performance.
Analyze performance data and identify trends or areas of improvement.
Develop action plans to address performance gaps and drive results.
Recognize and reward highperforming team members.
Prepare performance reports and present them to the management team.
Communication and Collaboration:
Foster a positive and collaborative work environment.
Communicate effectively with team members and stakeholders.
Coordinate with other teams to ensure seamless operations.
Act as a liaison between the team and upper management.
Provide regular updates on team performance and operational issues.
Qualifications and Skills:
Bachelor's degree in a relevant field (preferred).
1 to 2 years of experience working as a Team leader in an international voice
process.
Strong knowledge of customer service principles and practices.
Excellent verbal and written communication skills.
Ability to motivate and inspire a team to achieve goals.
Proficiency in using customer service software and tools.
Ability to multitask and prioritize tasks effectively.
Strong organizational and time management skills.
Flexibility to work in shifts and handle a fastpaced environment.
Good PC skills especially MS Excel
Timemanagement skills
Shift Timing: Rotational
Note: Ready to Negotiate for right candidate.
commucation skills,voice process,ms excel
Job tags
Salary
