Team Lead (English)

Job Description :

• Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications in both English and Spanish.
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Key Qualifications :