Team Lead - Voice_A_Kolkata
KolkataFull-time3–10 yrsPosted over a month ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
TEAM LEAD – INTERNATIONAL VOICE | CUSTOMER SERVICELocation: 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 manage customer-service operations for international customers across inbound and/or outbound voice channels.The role will be responsible for…
What you'll do
- Responsible for team performance, service levels, quality, productivity, customer experience, coaching, escalations, compliance and continuous improvement
What you need
- Voice process
- Customer service
- Escalation handling
Good to have
- CRM
- Complaint handling
- Customer handling
- Performance management
- Six Sigma