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Team Leader Voice (Operations)

2.00 to 5.00 Years   Hyderabad   12 Dec, 2024
Square Business Services Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 3.0 - 3.5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Position Overview:The Team Leader will manage a team of 18-20 Customer Service Executives (CSEs) providing customer service for mediclaim insurance-related queries. The role requires strong leadership skills, operational efficiency, and a focus on delivering exceptional customer service while meeting performance metrics.Key Responsibilities:
    1. Team Management:
      • Lead, mentor, and motivate a team of 18-20 CSEs to achieve individual and team performance goals.
      • Conduct regular one-on-one meetings, team huddles, and feedback sessions.
      • Monitor team performance through metrics such as call handling time, first-call resolution, and customer satisfaction.
    2. Operational Excellence:
      • Ensure adherence to process workflows, quality standards, and compliance guidelines.
      • Monitor real-time operations and provide necessary support to resolve escalations.
      • Analyze daily, weekly, and monthly performance reports to identify trends and recommend improvements.
    3. Customer Service:
      • Ensure timely and accurate resolution of mediclaim insurance-related customer queries.
      • Maintain high levels of customer satisfaction and ensure a positive customer experience.
      • Handle complex or escalated customer inquiries with efficiency and professionalism.
    4. Training and Development:
      • Identify training needs and skill gaps within the team and coordinate with trainers for necessary interventions.
      • Conduct knowledge-sharing sessions to keep the team updated on product/process changes.
    5. Compliance and Reporting:
      • Ensure adherence to company policies, procedures, and industry regulations.
      • Prepare and present performance reports to management with actionable insights.
      • Maintain updated records of team attendance, productivity, and feedback.
    6. Continuous Improvement:
      • Drive initiatives to improve team productivity, quality, and operational efficiency.
      • Collaborate with other departments, including Quality Assurance and Training, to align on improvement areas.
    Qualifications and Skills:
    • Graduate in any discipline; additional certifications in customer service or operations management are a plus.
    • 3-5 years of experience in BPO operations, with at least 1-2 years in a SME or ATL Role role.
    • Excellent communication skills in English and Hindi (both verbal and written).
    • Strong problem-solving, decision-making, and conflict-resolution skills.
    • Ability to manage multiple priorities, work under pressure, and meet tight deadlines.
    • Proficiency in MS Office (Excel, Word, PowerPoint) and familiarity with CRM tools.
    Key Competencies:
    • Leadership and People Management
    • Customer-Centric Approach
    • Performance Analysis and Reporting
    • Adaptability and Flexibility
    • Time Management
    Location:Begumpet, Hyderabad, TelanganaWork Schedule:Rotational shifts, including weekends and public holidays as required.Why Join Us
    • Opportunity to work in a dynamic and fast-paced environment.
    • Continuous learning and professional growth.
    • Competitive compensation and benefits package.

Keyskills :
team handlingshrinkage

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