Overview:

We are seeking an experienced Team Lead to manage a team of customer service representatives handling inbound calls from international customers. The ideal candidate will have a proven track record of leading a team, resolving customer queries, and promoting products/offers/services.

The role holder is primarily responsible for the management of a mix of high volume straightforward products. He/she manages, leads, and motivates a team of Team Members who perform routine, clearly defined operational processes in a highly scripted high-volume services environment. Key objectives are customer satisfaction, revenue collection and high quality of service.

Responsibilities:

- Handle customer inbound calls and resolve queries efficiently

- Provide information about products, offers, and services to customers

- Lead and manage a team of 15+ agents, providing guidance and support

- Ensure team performance meets or exceeds set targets and standards

- Analyze customer feedback and implement process improvements

Requirements:

- Minimum 3 years of experience as a Team Lead in an international voice process/BPO setup

- Proven experience in managing a team of 15+ agents

- Experience in handling international customer inquiries and resolving issues

- Strong communication, leadership, and problem-solving skills

- Physical disabilities are welcome; we are an equal opportunities employer

If you're a motivated and customer-focused individual looking for a challenging role, please apply!

Preferred Qualification:

·     Strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences

·     Knowledgeable in business strategy and the drivers of organizational performance, including people drivers of performance and financial literacy

Experience you would be expected to have:

·       Overall experience of over 4 years in the Telecom, IT or ITES industry

·       Ideally some experience as a line manager, or significant experience as a Subject Matter Expert within the organization.

·       Excellent coaching and mentoring skills.

·       Good numerical and logical acumen

·       Good communication skills both written and spoken

·       Ability to present thoughts and ideas in a logical manner

·       Knowledge of MS suite