Team Lead - International Voice

Job location : Gurugram

Position : Team Leader- Customer Service

Division : BPO, 5 days working for US Process and US shift timings

Experience : Min 2 years as Team handling experience in Customer Service and Technical Support

Role & Responsibilities

• Lead and manage a team of 12–20 Customer Service Associates
• Motivate team members to consistently achieve client-defined SLAs and KPIs
• Ensure strict adherence to quality standards and process guidelines
• Conduct regular floor walks to supervise, coordinate, and monitor team activities
• Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling
• Demonstrate strong organizational, planning, and analytical skills
• Utilize basic arithmetic and statistical skills for data analysis and repor...