to manage a team of customer service associates handling international inbound voice calls for our US-based clients. The ideal candidate should have excellent communication, people management, and performance coaching skills, with a strong background in international BPO operations.
Key Responsibilities:
Manage a team of 10-15 customer service executives handling inbound calls from US customers.
Monitor daily team performance metrics including AHT, CSAT, FCR, and quality scores.
Conduct daily team huddles, performance reviews, and feedback sessions.
Handle escalated calls and ensure timely resolution of customer issues.
Prepare and maintain reports on team productivity, attendance, and KPIs.
Work closely with Quality and Training teams to drive continuous improvement.
Ensure adherence to company policies, processes, and shift schedules.
Motivate and mentor team members to meet and exceed targets.
Required Skills & Qualifications:
Graduate in any discipline.
Minimum
4-6 years of total experience
, with at least
2 years in a Team Lead role
in an
international voice process (US inbound preferred)
.
Excellent verbal and written communication skills in English.
Strong analytical and leadership skills.
Hands-on experience with CRM tools and call monitoring systems.
Ability to work in a fast-paced, target-driven environment.
Willingness to work night shifts (US shift timing).
Preferred Candidates:
Candidates from
International BPOs (US process)
only.
Prior experience in
customer service, escalation handling, or operations management
.
Immediate joiners or candidates with short notice preferred.
Job Type: Full-time
Pay: ?207,077.74 - ?700,593.38 per year
Benefits:
* Provident Fund
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