Posted:1 month ago|
Platform:
Work from Office
Full Time
Company Name: TELUS International Experience: 5-10 Years Location: Noida Shift Details: Rotational shifts with rotational week offs Interview Mode: F2F Interview Date: 17th May (Saturday) Interview Rounds: 2-3 Rounds Notice Period: Immediate to 30 days Job description: Key Responsibilities: Lead a team of Customer Service Associates handling inbound/outbound voice processes for international clients Drive performance metrics such as CSAT, AHT, FCR, and adherence Monitor team performance, provide coaching, feedback, and performance appraisals Ensure high quality of service delivery through real-time monitoring and support Handle escalations and resolve complex customer issues Maintain reports and dashboards on team performance and service levels Coordinate with other departments for smooth operational flow Support in recruitment, training, and onboarding of new team members Key Requirements: 5–12 years of experience in International BPOs, with at least 2+ years in a Team Leader role Hands-on experience in voice-based customer service operations (non-tech or tech support) Strong people management and communication skills Flexible to work in rotational shifts and rotational week offs Ability to manage performance under pressure and drive results Working knowledge of CRM tools and reporting systems
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