Details

Position: Team Leader Voice Process

Experience : 2 yr to 3 yrs

Location: Mumbai

Company name: BDS Services Pvt Ltd.

Website: www.bdsserv.com

Salary: 20,000/- to 30,000/- (Salary can be Negotiated for right candidate)

Introduction

BDS Services Pvt Ltd, a professional B2B database management company. HQ Located in

Mumbai, India and having branch offices in London & Amsterdam. Founded in 2009, BDS is a

reliable organization in providing back office administrative services such as Online and Offline data

entry services, Data processing, Data conversion, Data Validation, List Buildup (Bespoke Data

Creation), Web Research/Data Mining and Controlled Circulation Services. BDS has been

committed to provide outsourcing solutions across a wide range of platforms and technologies at

competitive prices, excellent customer support and quality of deliverable.

Our company has always been driven with the aim of forging long-term relationships with our clients

by delivering services that are accurate, comprehensive, cost-effective and efficient. We have

always aimed at implementing the positive aspects of our experience in our services.

The Role:

As a Team Leader for the Voice Process in an international calling environment, you will be

responsible for leading and managing a team of customer service representatives. Your role will

involve overseeing the day-to-day operations, ensuring service quality, and achieving performance

targets.

Responsibilities:

 Team Management:

 Oversee day-to-day operation

 Supervise and guide a team of customer service representatives.

 Assign tasks and set performance goals to achieve targets.

 Provide coaching and training to team members for skill development.

 Monitor individual and team performance and provide regular feedback.

 Motivate and inspire the team to deliver exceptional customer service.

 Process Execution:

 Ensure smooth operations and adherence to established processes.

 Handle escalations and resolve customer complaints or issues.

 Collaborate with other teams or departments to resolve complex problems.

 Conduct regular team meetings to discuss updates, goals, and challenges.

 Maintain accurate records of team performance and service metrics.

 Quality Assurance:

 Monitor and evaluate calls to ensure quality standards are met.

 Provide feedback and coaching to team members to improve performance.

 Implement quality improvement initiatives to enhance customer satisfaction.

 Conduct regular audits to identify areas for improvement and address training

needs.

 Performance Management:

 Set performance targets and track individual and team performance.

 Analyze performance data and identify trends or areas of improvement.

 Develop action plans to address performance gaps and drive results.

 Recognize and reward high-performing team members.

 Prepare performance reports and present them to the management team.

 Communication and Collaboration:

 Foster a positive and collaborative work environment.

 Communicate effectively with team members and stakeholders.

 Coordinate with other teams to ensure seamless operations.

 Act as a liaison between the team and upper management.

 Provide regular updates on team performance and operational issues.

 Qualifications and Skills:

 Bachelor's degree in a relevant field (preferred).

 2 to 3 years of experience working as a Team leader in an international voice

process.

 Strong knowledge of customer service principles and practices.

 Excellent verbal and written communication skills.

 Ability to motivate and inspire a team to achieve goals.

 Proficiency in using customer service software and tools.

 Ability to multitask and prioritize tasks effectively.

 Strong organizational and time management skills.

 Flexibility to work in shifts and handle a fast-paced environment.

 Good PC skills, especially MS Excel

 Time-management skills

 Shift Timing: Rotational

 Salary: 25k to 30k

If intrested please call or whatsapp on 7620809357

Note: Ready to Negotiate for right candidate.