Team Lead-International Voice process

Job Title: Team Lead, Service Delivery

The Team Lead, Service Delivery role at Impetus Career Consultants offers an opportunity to lead and develop a team of customer service associates. This position involves motivating your team to meet performance goals, addressing associate questions and issues, and handling customer escalations to ensure quality customer experiences.

Key Responsibilities:
• Team Supervision: Lead, motivate, and mentor a team of customer service agents to meet and exceed performance goals. Monitor individual and team performance, provide regular feedback, and address issues such as attendance and behavior.
• Operations Management: Ensure the team consistently meets Key Performance Indicators (KPIs) such as service levels, quality, customer satisfaction, and first-call resolution. Review and analyze team performance data, ensuring adherence to Service Level Agreements (SLAs).
• Reporting & Communication: Report team performance metrics and issues to senior management. Communicate operational changes, procedures, or updates to the team and foster open communication between agents and management.
• Team Motivation & Retention: Maintain a positive work culture by recognizing achievements and encouraging teamwork. Implement strategies to reduce attrition and enhance employee engagement.

Qualifications:
• An associate degree, technical school, or equivalent work experience.
• Strong leadership, coaching, and team management skills.
• Excellent communication skills, both verbal and written.
• Proficient in Microsoft Office Suite and CRM software.
• Ability to analyze data, produce reports, and drive performance through metric.

Benefits:
• Supportive of your career and professional development.
• An inclusive culture and community-minded organization where giving back is encouraged.
• A global team of curious lifelong learners guided by our company values.
• Paid time off (PTO) and wellness and healthcare benefits.
• A great compensation package and performance bonus opportunities, benefits you'd expect, and maybe a few that would pleasantly surprise you (like tuition reimbursement).

Compensation: ₹5 LPA to ₹6.5 LPA