zouma consulting services - apac
Website:
zouma.ai
Job details:
We are looking for an experienced and result-oriented Team Leader to lead and manage a team of Customer Support Executives in a fast-paced BPO environment. The ideal candidate should possess strong leadership skills, excellent communication abilities, and a proven track record of driving team performance while ensuring exceptional customer service.
Key Responsibilities- Lead, mentor, and motivate a team of Customer Support Executives to achieve operational goals.
- Monitor team performance against KPIs such as Productivity, Quality, AHT, CSAT, SLA, and Attendance.
- Conduct regular coaching sessions, feedback discussions, and performance reviews.
- Ensure high levels of customer satisfaction by maintaining service quality standards.
- Handle escalations and provide timely resolutions to customer and operational issues.
- Prepare daily, weekly, and monthly performance reports.
- Coordinate with Quality, Training, and Workforce Management teams to drive continuous improvement.
- Identify performance gaps and implement action plans to improve team productivity.
- Ensure adherence to company policies, processes, and compliance standards.
- Foster a positive and collaborative work environment.
Required Skills- 2–5 years of experience in a BPO/Customer Support environment.
- Minimum 1 year of experience as a Team Leader or in a people management role.
- Excellent communication, leadership, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Experience managing team KPIs, SLA, AHT, CSAT, Quality, and Productivity metrics.
- Proficiency in MS Excel and reporting tools.
- Ability to handle customer escalations and manage team performance effectively.
Preferred Qualifications- Graduate in any discipline.
- Experience in International Voice Process (UK/US) will be an added advantage.
- Exposure to CRM tools and workforce management practices.
What We Offer- Competitive salary and performance-based incentives.
- Career growth and leadership opportunities.
- Supportive and collaborative work culture.
- Continuous learning and professional development.
- Opportunity to work with a dynamic and fast-growing organization.
Click on Apply to know more.