Team Lead - Customer Service

We are seeking a dedicated and experienced Team Lead for our Customer Service department in the international BPO sector. The ideal candidate will have a strong background in team management and a proven track record of improving customer satisfaction metrics. As a Team Lead, you will be responsible for overseeing a team of customer service representatives, ensuring that they meet performance targets and deliver exceptional service to our clients. Key Responsibilities: - Lead and manage a team of customer service agents, providing guidance and support to enhance their performance. - Monitor team performance metrics such as attrition, shrinkage, customer satisfaction (CSAT), and first call resolution (FCR) rates. - Implement strategies to improve team efficiency and customer service quality. - Conduct regular training sessions and performance reviews to develop team skills and capabilities. - Collaborate with other departments to ensure seamless service delivery and address any customer issues effectively. - Analyze team performance data and prepare reports for management to identify areas for improvement. Required Skills: - Proven experience in a team lead role within the customer service or BPO industry. - Strong understanding of customer service metrics and performance management. - Excellent communication and interpersonal skills. - Ability to motivate and inspire a team to achieve high performance. - Proficient in handling customer queries and resolving issues efficiently. If you are passionate about leading teams and enhancing customer experiences, we encourage you to apply for this exciting opportunity.