Customer Service Domestic Voice Lead - BPS

Role:

Reports into : (RM Designation) AM/DM

Job Responsibilities :

Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets.

Analyze existing work practices, including systems and procedures, to identify areas for improvement and optimize team efficiency.

Handle all team-related issues, including people management, conflict resolution, and administrative tasks, to maintain a productive work environment.

Exhibit excellent leadership qualities to guide, motivate, and develop team members, fostering a culture of high performance and continuous improvement.

Manage client expectations through exceptional English verbal communication skills, ensuring clear, concise, and professional interactions.

Spearhead the team by setting clear goals, providing regular feedback, and facilitating training and development opportunities.

Collaborate with cross-functional teams to address operational challenges and implement best practices.

Prepare and present regular reports on team performance, including key metrics and improvement initiatives, to senior management.

Job Responsibilities :

Experience in implementing process improvement initiatives to enhance overall team efficiency and productivity.

Ability to adapt to a dynamic work environment, demonstrating flexibility and resilience in managing changing priorities and workloads.

Criteria :

Minimum 2 years of experience as a Team Leader in an Domestic voice process.

Minimum of 5 years of work experience in an Domestic Voice Program from premium contact centers.

Graduate qualification.

Excellent English verbal communication skills.

Criteria :

Experience in a similar role within the fintech industry.

Proficiency in data analysis tools to support process improvements.