Team Lead
2 weeks ago
We are seeking an experienced and dynamic Team Leader to oversee a team of customer service representatives. The ideal candidate will be responsible for ensuring the efficient day-to-day operations of the team, driving performance, meeting service level agreements (SLAs), and ensuring high customer satisfaction. This role requires excellent leadership skills, problem-solving abilities, and a deep understanding of operations.
Key Responsibilities
- Lead, manage, and motivate a team of customer service agents to achieve performance targets.
- Monitor and evaluate individual and team performance, providing coaching and feedback to ensure continuous improvement.
- Handle escalated customer queries and resolve issues efficiently.
- Ensure adherence to company policies, procedures, and quality standards.
- Maintain and report on team KPIs and provide regular performance updates to management.
- Facilitate training and development programs to enhance team skills and knowledge.
- Foster a positive and collaborative work Minimum 3 years of experience in BPO operations, with at least 6 month in a leadership role.
- Strong communication and interpersonal skills.
- Ability to work under pressure and handle multiple priorities.
- Proficiency in MS Excel
- Ability to motivate, mentor, and guide a team towards achieving business goals.
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