Team Lead - Voice_A_Kolkata
KolkataFull-time3–6 yrsPosted over a month ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years.
About the role
Team Lead – Voice_ALocation: KolkataExperience: 3–10 YearsProcess: International Inbound / Outbound Voice Customer ServiceDomain: Customer Service OperationsShift: Rotational shifts, including night/graveyard shifts, weekends and public holidaysJob SummaryWe are looking for an experienced Team Lead – International Voice to lead a customer-service team supporting international customers through inbound and/or outbound voice channels.The role will be responsible for daily operations, team…
What you'll do
- Responsible for daily operations, team performance, coaching, customer escalations, quality, productivity, service levels, compliance and continuous improvement
What you need
- Customer service
- Voice process
- Escalation handling
Good to have
- CRM
- Performance management
- Six Sigma