Team Leader - Mumbai, India - Expo Job Consultancy
Description
Details
Position: Team Leader Voice Process
Experience : 2 yr to 3 yrs
Location: Mumbai
Company name: BDS Services Pvt Ltd.
Website:
Salary: 20,000/- to 30,000/- (Salary can be Negotiated for right candidate)
Introduction
BDS Services Pvt Ltd, a professional B2B database management company. HQ Located in
Mumbai, India and having branch offices in London & Amsterdam. Founded in 2009, BDS is a
reliable organization in providing back office administrative services such as Online and Offline data
entry services, Data processing, Data conversion, Data Validation, List Buildup (Bespoke Data
Creation), Web Research/Data Mining and Controlled Circulation Services. BDS has been
committed to provide outsourcing solutions across a wide range of platforms and technologies at
competitive prices, excellent customer support and quality of deliverable.
Our company has always been driven with the aim of forging long-term relationships with our clients
by delivering services that are accurate, comprehensive, cost-effective and efficient. We have
always aimed at implementing the positive aspects of our experience in our services.
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 day-to-day operations, ensuring service quality, and achieving performance
targets.
Responsibilities:
Team Management:
Oversee day-to-day 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 high-performing 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).
2 to 3 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 fast-paced environment.
Good PC skills, especially MS Excel
Time-management skills
Shift Timing: Rotational
Salary: 25k to 30k
If intrested please call or whatsapp on
Note: Ready to Negotiate for right candidate.