Job Description
S
Smart Gurus Consultancy
Walk-in For Urgent Opening For BPO Trainer
Smart Gurus Consultancy • Mumbai, Maharashtra • via Smart Gurus Consultancy
Full–time
No Degree Mentioned
Apply on Smart Gurus Consultancy
Apply directly on Glassdoor
Apply on Shine
Apply on SimplyHired
Apply on Smart Recruiters Jobs
Apply on LinkedIn
Apply on Jobs Trabajo.org
Job description
Hiring Trainers in Bpo Who Has Experience with Outbound Process in Loan Sales, Credit Card Sales or Insurance Sales rnin-hand Salary upto 38000 Inhand Any Bpo Sales Experience Mustrnnote-good to Exc
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Tanvir Singh
Team Lead - Customer Service - International BPO
Tanvir Singh • Mumbai, Maharashtra • via IIM Jobs
Full–time
No Degree Mentioned
Apply on IIM Jobs
Apply on Learn4Good
Apply on Jobrapido.com
Job description
Job Summary :
We are seeking an experienced Team Leader for our International Voice Process in Mumbai. The ideal candidate should have a strong background in BPO operations, team management, performance coaching, and client interaction. This role requires excellent communication skills, leadership abilities, and the capability to drive performance in a fast-paced environment.
Key Responsibilities :
Team Leadership & Performance Management:
- Lead, manage, and motivate a team of customer service representatives to achieve performance targets.
- Monitor team KPIs, such as AHT, CSAT, Quality Scores, and SLA adherence, ensuring continuous improvement.
- Conduct regular coaching, feedback sessions, and performance reviews to enhance productivity.
- Handle escalations and ensure timely resolution of customer issues.
Operational Excellence:
- Ensure smooth workflow and adherence to international process guidelines.
- Collaborate with quality analysts and trainers to identify training needs and implement action plans.
- Optimize call handling, reduce escalations, and improve overall customer experience.
- Maintain accurate team performance reports and share insights with management.
Client & Stakeholder Management:
- Act as a point of contact between the operations team and clients for process updates and escalations.
- Ensure compliance with client SLAs, process documentation, and quality benchmarks.
- Work with cross-functional teams to improve process efficiency and customer satisfaction.
Candidate Requirements:
- 3+ years of experience in an International BPO Voice Process, with at least 1 year in a Team Leader role.
- Strong people management and coaching skills to drive team performance.
- Excellent verbal and written communication skills in English.
- Experience in handling customer escalations and quality improvement initiatives.
- Proficiency in MS Office (Excel, Word, PowerPoint) and reporting tools.
- Ability to work in rotational shifts as per business requirements.
Smart Gurus Consultancy
Walk-in For Urgent Opening For BPO Trainer
Smart Gurus Consultancy • Mumbai, Maharashtra • via Smart Gurus Consultancy
Full–time
No Degree Mentioned
Apply on Smart Gurus Consultancy
Apply directly on Glassdoor
Apply on Shine
Apply on SimplyHired
Apply on Smart Recruiters Jobs
Apply on LinkedIn
Apply on Jobs Trabajo.org
Job description
Hiring Trainers in Bpo Who Has Experience with Outbound Process in Loan Sales, Credit Card Sales or Insurance Sales rnin-hand Salary upto 38000 Inhand Any Bpo Sales Experience Mustrnnote-good to Exc
Report this listing
T
Tanvir Singh
Team Lead - Customer Service - International BPO
Tanvir Singh • Mumbai, Maharashtra • via IIM Jobs
Full–time
No Degree Mentioned
Apply on IIM Jobs
Apply on Learn4Good
Apply on Jobrapido.com
Job description
Job Summary :
We are seeking an experienced Team Leader for our International Voice Process in Mumbai. The ideal candidate should have a strong background in BPO operations, team management, performance coaching, and client interaction. This role requires excellent communication skills, leadership abilities, and the capability to drive performance in a fast-paced environment.
Key Responsibilities :
Team Leadership & Performance Management:
- Lead, manage, and motivate a team of customer service representatives to achieve performance targets.
- Monitor team KPIs, such as AHT, CSAT, Quality Scores, and SLA adherence, ensuring continuous improvement.
- Conduct regular coaching, feedback sessions, and performance reviews to enhance productivity.
- Handle escalations and ensure timely resolution of customer issues.
Operational Excellence:
- Ensure smooth workflow and adherence to international process guidelines.
- Collaborate with quality analysts and trainers to identify training needs and implement action plans.
- Optimize call handling, reduce escalations, and improve overall customer experience.
- Maintain accurate team performance reports and share insights with management.
Client & Stakeholder Management:
- Act as a point of contact between the operations team and clients for process updates and escalations.
- Ensure compliance with client SLAs, process documentation, and quality benchmarks.
- Work with cross-functional teams to improve process efficiency and customer satisfaction.
Candidate Requirements:
- 3+ years of experience in an International BPO Voice Process, with at least 1 year in a Team Leader role.
- Strong people management and coaching skills to drive team performance.
- Excellent verbal and written communication skills in English.
- Experience in handling customer escalations and quality improvement initiatives.
- Proficiency in MS Office (Excel, Word, PowerPoint) and reporting tools.
- Ability to work in rotational shifts as per business requirements.
💡 Quick Summary
Seeking a career-building opportunity? The Team Lead - Customer Service - International BPO position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.