Job Overview

We are seeking a highly motivated and experienced Inbound - Team Lead to join our dynamic team . As the Inbound - Team Lead, you will be responsible for leading and managing a team of customer service representatives who handle incoming calls and inquiries from clients. This is a great opportunity to contribute to the success of our company and make a positive impact on our clients and team members.

Qualifications and Skills

• 1-3 years of experience in a similar role within a BPO or call center environment
• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• Customer service-oriented mindset
• Ability to handle and resolve customer complaints
• Proficient in English, both written and verbal
• Flexible and adaptable to changing priorities
• Immediate joiner preferred

Roles and Responsibilities

• Lead and supervise a team of customer service representatives who handle incoming calls and inquiries
• Provide guidance, support, and coaching to team members, ensuring high quality service delivery
• Monitor team performance and productivity, identify areas for improvement, and implement appropriate training and development plans
• Resolve escalated customer issues and complaints, ensuring timely and satisfactory resolution
• Maintain a thorough understanding of the company's products, services, and processes
• Collaborate with other teams and departments to enhance customer satisfaction and streamline operations
• Prepare and present performance reports to the management team
• Stay up-to-date with industry trends and best practices in customer service and call center management