Team Lead - International Call Center Operations

Company Description

Abacus has been providing advanced business solutions for more than 35 years to help organizations realize their potential. Our solutions are the result of a convergence of the latest business practices and cutting-edge technologies, and we emphasize the value of working collaboratively with clients.

Job Description:

Lead and motivate a team of customer service representatives to achieve performance targets and deliver outstanding customer experiences.

Provide guidance, coaching, and feedback to team members to improve their skills, knowledge, and performance.

Monitor and evaluate team performance, conduct regular performance reviews, and identify areas for improvement.

Develop and implement strategies to optimize team productivity, efficiency, and service quality.

Ensure adherence to company policies, procedures, and service level agreements (SLAs).

Handle escalations and resolve complex customer issues in a timely and satisfactory manner.

Conduct regular team meetings to communicate updates, share best practices, and address concerns.

Collaborate with other departments, such as Training, Quality Assurance, and Operations, to ensure effective coordination and achievement of company objectives.

Prepare and analyze performance reports, identify trends, and recommend improvement initiatives.

Stay updated with industry trends, best practices, and emerging technologies to enhance team performance and customer satisfaction.

Required Skill set:

1. Leadership Skills

2. Good Communication Skills

3. Analytical ability

4. Ability to Mentor & Coach

Job Specification:

Minimum bachelor’s degree

2+ years of experience (6 months as a team lead)

Gross Salary + 10k Incentive + PF + IPD + OPD + Life Insurance + EOBI + 20 Annual Leaves + 10 sick Leaves + 10 Casual Leaves

5 work days

Rotational Shifts with Rotational 2 Offs