Customer Service Team Lead

Roles and Responsibilities :

• Manage a team of customer service representatives to ensure excellent client satisfaction and resolve complex issues.
• Develop and implement effective strategies for handling calls, emails, and chats to improve first-call resolution rates.
• Analyze performance metrics to identify areas for improvement and provide coaching to team members.
• Collaborate with other departments (e.g., sales, marketing) to develop targeted campaigns that drive business growth.

Job Requirements :

• 4-9 years of experience in BPO/Call Centre environment as a Team Leader or similar role.
• Proven track record in managing teams focused on customer service excellence.
• Strong understanding of Calls Handling processes, including call routing, escalation procedures, and quality control measures.
• Excellent communication skills with ability to lead by example.