Team Lead

INTRODUCTION

We are an International BPO company with offices around Southeast Asia and expanding globally. We hire exceptionally creative and talented people from all over the globe that bring experience and international standards to the table, and that's just the start!

Commitment to our people is our real strength and the key to success.

Location: Kolkata, India

Key skills and experience: 

• Proficiency in English, Bengali & Hindi; 
• C1 English level required (Able to understand/read documents). 
• Excellent verbal and written communication skills in English and Bengali. English and Hindi, with the ability to express ideas clearly and concisely. 
• Have at least 1 year of experience in customer support and service analysis positions. 
• Interest in travel or tourism, familiar with fashion and makeup trends, especially on well-known brand names or trending products, always updated on Social Media Trending Topics; 
• Proficient skills with MS Office and Google Drive; 
• Able to join our training session; 
• Willing to work on rotational shifts, weekends, and public holidays; 
• Having good communication skills is an advantage.

Key Responsibilities:

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on operation metrics.
• Managing projects and ensuring that deadlines are met by working with other departments to provide materials needed for completion
• Supervising staff members to ensure that they are performing their duties in accordance with company policies
• Analyzing data from past operations to identify trends or opportunities for improvement
• Reviewing employee performance to ensure that work is being completed effectively
• Supervise team members and be able to arrange or cover members working shifts if necessary;
• Provide accurate, valid and complete information by using the right methods/tools;
• Handle client complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution;
• Ensure Operation KPIs are met.
• Keep records of issues/problems for further investigation.
• Follow communication procedures, guidelines, and policies.
• Work with managers about clients' feedback.
• Conduct shift briefings and update the team about policy-related changes or any project-related updates.

Working time: 

•  Able to work night and overnight shifts. 
• Able to work during Indian Public Holidays as requested.