Job Title

Role: Team Lead– Operations (International Voice Process)Location: BangaloreCTC: Up to ₹7 LPAImmediate joinersKey Responsibilities:• Team Management:o Lead, mentor, and motivate a team of customer service representatives.o Conduct regular team meetings, one-on-ones, and performance reviews.o Address team concerns and provide feedback for continuous improvement.• Performance Monitoring:o Monitor and analyze team performance metrics (e.g., call handling time, customersatisfaction scores, adherence to scripts).o Set and track performance targets and KPIs.o Implement strategies to achieve and exceed performance goals.• Quality Assurance:o Ensure adherence to quality standards and protocols.o Conduct regular quality checks and audits of calls.o Provide coaching and training to enhance service quality.• Operational Management:o Manage daily operations to ensure efficient workflow and resource allocation.o Handle escalated customer issues and complaints.o Collaborate with other departments to resolve complex issues.• Reporting:o Prepare and present regular performance reports to senior management.o Analyze trends and identify areas for improvement.o Recommend and implement process improvements.• Training and Development:o Identify training needs and coordinate training sessions.o Foster a culture of continuous learning and development within the team.• Compliance:o Ensure compliance with company policies, procedures, and regulatory requirements.o Maintain up-to-date knowledge of industry trends and best practices.Requirements:5+ years of BPO experience, with at least 1 year in team lead role.Strong communication and interpersonal skills.Flexible to work in shifts.