Team Lead

2 days ago

Bengaluru, Karnataka, India beBeeCustomerExperience Full time ₹ 10,05,000 - ₹ 14,52,500

Job Title: Team Lead

Job Description

This is a role for an experienced individual who can lead and manage a team of call center agents in a fast-paced environment. As a key member of the ResultsCX team, you will be responsible for driving performance targets, providing coaching, and developing your team members.

As a Team Lead, you will provide world-class support to our agents and clients by consistently delivering high-quality customer service and results-driven coaching. You will work closely with other teams to ensure seamless communication and achieve shared goals.

The ideal candidate will have experience working in a contact center environment, preferably as a supervisor or mentor. They must possess excellent communication skills, both written and verbal, and be able to motivate and develop their team members.

Key Responsibilities:
  • Manage a team of 10 or more agents, including hiring, discipline, discharge, and payroll documentation
  • Identify and prioritize agent development areas, coach, and document account resolutions
  • Provide technical assistance to agents on product or account issues
  • Assist agents in achieving target performance levels and maintain up-to-date product knowledge
  • Maintain a positive and productive work environment through team-building activities and motivational techniques
  • Monitor and analyze performance metrics to identify opportunities for improvement
Requirements:
  • Consistent attendance and punctuality
  • Strong English communication skills (written and verbal)
  • Previous experience in a similar role in the BPO industry (Mentorship experience a plus)
  • Ability to exceed KPIs and drive performance growth
  • Excellent phone skills, customer service skills, analytical, and troubleshooting expertise
  • Solid verbal and written communication skills
  • Ability to multi-task, handle escalated calls, and upset customers professionally
  • A flexible schedule and willingness to work rotational shifts, including overnights
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