Customer Support Bpo Team Leader

Work from office only

Job Requirements*

5-9 years of international voice customer-service experience, including at least 2 years in a team-lead, acting-team-lead or people-supervisory role.

Demonstrated experience managing customer-service associates in a target-driven inbound and/or outbound voice environment.

Strong command of spoken and written English, with clear pronunciation, active listening, professional call control and stakeholder communication.

Experience handling critical escalations, irate customers, retention conversations, complex billing explanations, complaints and sensitive customer situations.

Working knowledge of operational metrics such as service level, average handling time, quality, customer satisfaction, first-contact resolution, adherence, shrinkage, absenteeism, attrition and schedule compliance.

Experience in performance management, one-to-one coaching, feedback, development planning, recognition and corrective-action follow-up.

Ability to interpret operational data, identify root causes, prioritise risks and convert findings into practical actions.

Working knowledge of CRM, telephony, workforce-management, quality-monitoring, knowledge-management and reporting tools.

Understanding of customer verification, privacy, data security, call recording, mandatory disclosures, complaint handling and documentation controls.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6 years of experience.