Job Detail

A leading BPO is looking for:

Position: Team Leader (UK Voice Process)

Location: Kochi

Experience: 3-5 years in a BPO/Call Center environment, with at least 1 year of experience in a leadership role

Salary up to 45kpm

Cab facility available within 5kms of company location.

Job Summary:

We are seeking an experienced Team Leader to lead a team of customer service representatives handling UK-based customer queries for a leading BPO in Kochi. The ideal candidate will have excellent communication and leadership skills, with a strong focus on customer satisfaction and team performance.

Responsibilities:

- Lead a team of 15-20 customer service representatives

- Manage daily operations, including coaching, training, and performance management

- Ensure customer satisfaction and resolution of customer queries

- Drive team performance and achieve operational targets

- Monitor and report on team performance metrics

- Identify and implement process improvements

- Handle escalated customer complaints and issues

Requirements:

- Excellent communication and interpersonal skills

- Strong leadership and team management skills

- Experience in a BPO/Call Center environment

- Knowledge of UK culture and customer service standards

- Fluency in English

- Ability to work in UK Shift