Team Manager Opportunity

6 days ago

Mysore Karnataka Mangalore Karnataka, India beBeeTeamLead Full time ₹ 8,00,000 - ₹ 15,00,000

Job Summary:

We are seeking an experienced team leader to manage and guide a team of call center agents in our voice-based business process outsourcing (BPO) process. The ideal candidate will drive team performance, ensure adherence to key performance indicators (KPIs), and maintain high levels of customer satisfaction.

This role involves managing daily operations, coaching agents, handling escalations, and reporting performance metrics to leadership. Key responsibilities include:

  • Leading a team of voice process agents, ensuring daily targets and quality metrics are met
  • Monitoring team performance, providing regular feedback, and conducting performance reviews
  • Handling customer escalations and ensuring prompt and effective resolution
  • Driving operational excellence by improving processes and optimizing call handling time and customer satisfaction
  • Conducting team meetings, training sessions, and daily briefings
  • Collaborating with QA, Training, and Workforce Management teams to align goals
  • Tracking and reporting team performance data to management regularly

The ideal candidate should possess the following skills:

  • Minimum 5 years of BPO experience, with at least 1 year in a team-leading capacity, voice process mandatory
  • Strong leadership, communication, and people management skills
  • Ability to analyze data and drive performance improvements
  • Experience in handling international domestic voice processes
  • Proficient in MS Office tools, especially Excel and PowerPoint
  • Ability to work under pressure and manage multiple tasks efficiently
  • Experience in handling inbound outbound sales or customer service process
  • Knowledge of CRM tools, call monitoring systems, and dialers
  • Exposure to quality frameworks like COPC, Six Sigma, etc., optional but advantageous

This role requires working in rotational shifts, including weekends and holidays.

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