International BPO team lead

Found in: Talent IN C2 - 2 weeks ago

Mumbai, India HireBloc Full time
Overview:TheInternational BPO Team Lead plays a crucial role in managing andleading a team of customer service representatives at aninternational Business Process Outsourcing (BPO) company. They areresponsible for ensuring that the team meets and exceeds servicelevel agreements and KPIs while also providing exceptional serviceto international clients. The Team Lead is instrumental in drivingperformance fostering a positive team culture and optimizingoperations to deliver outstanding customerexperiences.KeyResponsibilities:
  • Supervising andguiding a team of customer service representatives to achieveperformance targets and deliver exceptionalservice.
  • Developing and implementing strategiesto optimize team performance andproductivity.
  • Conducting regular performanceevaluations and providing feedback to teammembers.
  • Ensuring adherence to company policiesprocedures and quality standards.
  • Handlingescalated customer issues and providing timelyresolutions.
  • Monitoring and analyzing teamperformance metrics to identify areas for improvement andimplementing corrective actions.
  • Collaboratingwith other teams and departments to streamline processes andimprove overall customer satisfaction.
  • Trainingand onboarding new team members to ensure a thorough understandingof job responsibilities and companyprocesses.
  • Preparing reports and presentinginsights to management to drive strategicdecisionmaking.
  • Leading by example throughexemplary customer service and professionalconduct.
  • Identifying and implementingopportunities for continuous improvement within the team and acrossthe organization.
  • Remaining updated withindustry trends and best practices to enhance team performance andservice delivery.
  • Managing daytoday operationsto ensure seamless and efficientworkflow.
  • Handling administrative tasks relatedto team scheduling attendance and performancetracking.
  • Providing mentorship and support toteam members to foster their professional growth anddevelopment.
RequiredQualifications:
  • Bachelors degree inBusiness Administration Communication or a relatedfield.
  • Proven experience in a BPO environmentwith at least 2 years in a leadership or supervisoryrole.
  • Exceptional interpersonal andcommunication skills with fluency in English and proficiency inadditional languages being anadvantage.
  • Demonstrated ability to lead andmotivate a diverse team to achieve and exceedtargets.
  • Solid understanding of customerservice principles practices and KPIs.
  • Strongproblemsolving and decisionmaking abilities to address complexissues and drive improvements.
  • Proficiency inusing CRM software and other relevant tools to manage operationsand analyze performance metrics.
  • Ability towork effectively under pressure and adapt to dynamic operationalrequirements.
  • Excellent organizational skillsand attention to detail to ensure accuracy and efficiency in teamoperations.
  • Proactive mindset with the abilityto anticipate customer needs and identify opportunities for serviceenhancements.
  • Flexibility to work in shifts andadapt to varying work schedules as per businessrequirements.
  • Thorough knowledge of industryregulations and compliance standards related to BPOoperations.
  • Experience in conducting trainingsessions and developing training materials for teammembers.
  • Strong leadership abilities with afocus on fostering a positive and collaborative teamculture.
  • Ability to handle confidentialinformation with integrity anddiscretion.

leadership,communication,customerservice,team management,inbound marketing,outboundmarketing

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