Team Leader - International Voice Process

We are seeking a dedicated and experienced Team Leader for our International Voice Process team. The ideal candidate will have a strong background in customer service and technical support, with a proven track record in managing teams within an international BPO or call center environment. As a Team Leader, you will be responsible for overseeing daily operations, ensuring that team members meet performance targets, and providing exceptional customer support to our clients.

Key Responsibilities:

• Lead and manage a team of customer service representatives in the international voice process.
• Monitor team performance and provide coaching and feedback to enhance productivity and service quality.
• Ensure adherence to company policies and procedures while maintaining high levels of customer satisfaction.
• Handle escalated customer issues and provide effective solutions in a timely manner.
• Collaborate with management to develop strategies for improving team performance and customer experience.
• Conduct regular team meetings to communicate updates, share best practices, and motivate team members.
• Maintain accurate records of team performance metrics and report to upper management.

Required Skills:

• Strong experience in international voice processes, including inbound and outbound calls.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team.
• Familiarity with technical support processes and customer care best practices.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Strong organizational skills and attention to detail.

If you are a results-driven leader with a passion for customer service and team development, we encourage you to apply for this exciting opportunity to make a significant impact in our organization.