Operations Team Lead (US Voice & Semi) @ Intouch

Job Description

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

Must Have exp US Voice or Semi Voice Process experience as Team Lead.

As Team Lead you must hold:

Education Qualification: Any graduate or Undergraduate can be considered for the role with relevant experience.

Total Experience: 3 to 4 years of experience in the International BPO Contact Center for US Voice or Semi Voice Process (Compulsory) along with Team Lead experience.

Relevant Experience: Minimum 1 year of Team Lead experience in the BPO contact center in International Customer Care (US Voice or Semi Voice Process)
- 1 year as Team Lead in US Voice & Semi Voice Process (Compulsory)

- Candidates should be flexible with Rotational shifts and rotational week off.
- Two way cab facility will be provided.
- It is a Working from Office role.
- Work Location: Hyderabad - Hitech City (Raheja Mindspace)

- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees.
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements.
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas.
- Develop incentive programs to motivate CSRs to achieve desired outcomes.
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team.
- The ability to work a variety of shifts, including days, evenings and holidays.

Please share your updated resume to am**********f@in******x.com

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