Fincana Solutions
Website:
fincanasolutions.com
Job details:
Job Title: Team Leader – Customer Service
Location: Fazalganj, Kanpur, U.P.
Department: Customer Service
Shift: Night Shift (as per international client requirements)
Work Mode: In-office
Reports To: Manager – Customer Service
Job Summary
We are looking for an experienced Team Leader – Customer Service to manage and lead a team of customer service executives in an international BPO environment. The ideal candidate will be responsible for ensuring high service quality, meeting client KPIs, driving team performance, and maintaining operational efficiency while delivering excellent customer experience.
Key Responsibilities
- Manage and supervise a team of Customer Service Representatives (CSRs) handling international customer interactions via calls, chats, and emails.
- Monitor team performance, productivity, and quality metrics such as AHT, CSAT, FCR, and adherence.
- Conduct daily team huddles, performance reviews, and coaching sessions to improve agent performance.
- Ensure the team meets client SLAs and operational targets.
- Handle customer escalations and complex queries effectively.
- Work closely with Quality, Training, and Workforce Management teams to improve overall performance.
- Prepare and maintain daily/weekly performance reports and dashboards.
- Identify training needs and support the learning and development of team members.
- Maintain team morale, engagement, and discipline within the process.
- Ensure compliance with company policies and client guidelines.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Quality Scores
- Schedule Adherence
- Team Productivity & Attrition Control
Eligibility Criteria
- Education: Graduate in any discipline (preferred).
- Experience:
- Minimum 3–5 years of experience in an International BPO.
- At least 1–2 years of experience as a Team Leader or Acting TL in customer service operations.
Required Skills
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making ability
- Ability to handle escalations and pressure situations
- Good knowledge of call center metrics and performance management
- Proficiency in MS Excel, CRM tools, and reporting
- Ability to work in rotational/night shifts
Preferred Skills
- Experience handling international clients (US/UK/AU processes)
- Exposure to quality frameworks and performance improvement plans
- Strong analytical and reporting skills
What We Offer
- Competitive salary and performance incentives
- Career growth opportunities
- Exposure to global clients and processes
- Dynamic and collaborative work environment
📧 To Apply: WhatsApp your updated resume on +91-9918003001
Click on Apply to know more.