Customer Service Team Lead

Job description

**Roles and Responsibilities :** - Manage a team of customer service representatives to ensure excellent client satisfaction and resolve complex issues. - Develop and implement effective strategies for handling calls, emails, and chats to improve first-call resolution rates. - Analyze performance metrics to identify areas for improvement and provide coaching to team members. - Collaborate with other departments (e.g., sales, marketing) to develop targeted campaigns that drive business growth. **Job Requirements :** - 4-9 years of experience in BPO/Call Centre environment as a Team Leader or similar role. - Proven track record in managing teams focused on customer service excellence. - Strong understanding of Calls Handling processes, including call routing, escalation procedures, and quality control measures. - Excellent communication skills with ability to lead by example.