Team Lead - Inbound Customer Service

Role:
An experienced and highly motivated Team Lead with prior experience in an international inbound BPO customer service environment to lead the Inbound Customer Support team for UK customers. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, driving team performance, meeting operational targets, and maintaining high levels of customer satisfaction.
Job Responsibilities:
Handle inbound customer queries and concerns through voice (85%) and email (15%) channels, ensuring prompt and effective resolution.
Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.
Contribute to the development and implementation of training programs for team members to enhance their skills and knowledge.
Participate in process improvement initiatives, providing valuable insights and recommendations based on customer feedback and operational data
Criteria:
Graduate (any stream).
Overall 4+ years of experience in customer service operations, including at least 1+ year of experience as a Team Lead in an international inbound BPO/call center environment.
Strong problem solving and analytical skills.
Experience in a customer-facing role, preferably in a contact canter or customer support environment.
Knowledge of industry-specific products, services, and processes.
Shift Timings: UK shifts (12 pm to 12 am) - 9.15 hours
Week Off: Saturday & Sunday fixed

Skills
Process Improvement, Customer Support

Experience
4+ yrs

Work arrangement
No