Team Lead

3 weeks ago

Gurugram, India Advatix Apac Logistics Full time

Job Title: BPO Team Leader
Location: Gurgaon, Work from Office
Company: Advatix APAC Logistics Pvt. Ltd.

Position Summary:

We are seeking a dynamic and results-driven BPO Team Leader to guide and support a team of Customer Service Representatives (CSRs) in delivering exceptional customer experiences. The ideal candidate will be a natural leader, skilled communicator, and problem-solver with a strong understanding of logistics and service excellence.

Key Responsibilities:

  • Lead, mentor, and develop a team of customer service representatives to achieve performance targets and service standards.
  • Monitor team performance through KPIs, including response time, resolution rate, CSAT, and quality assurance metrics.
  • Handle complex or escalated customer issues with professionalism and a solutions-oriented approach.
  • Conduct regular team meetings, performance reviews, and training sessions to ensure continuous improvement.
  • Collaborate with cross-functional teams (operations, logistics, IT) to streamline processes and resolve systemic issues.
  • Provide accurate reporting and insights to management, highlighting trends, challenges, and opportunities.
  • Maintain up-to-date knowledge of company products, systems, and procedures to guide the team effectively.
  • Ensure adherence to company policies, procedures, and compliance standards.

Qualifications:

  • Bachelors degree in business, Communications, Supply Chain, or a related field preferred.
  • 6+ years of experience in customer service, with at least 3 years in a team lead or supervisory role.
  • Experience in logistics, eCommerce, or supply chain environments is highly desirable.
  • Strong leadership and coaching skills with a passion for team development.
  • Excellent verbal and written communication skills.
  • High proficiency with customer service tools and platforms.
  • Ability to manage time, prioritize tasks, and thrive in a fast-paced environment.

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