Team Leader BPO

6 days ago

Mumbai, India Xpressedu Full time
Overview:The role of aTeam Leader in a Business Process Outsourcing (BPO) organization isvital as they are responsible for overseeing the performance andproductivity of a team. They play a crucial role in driving theteam towards achieving and exceeding organizational goals ensuringhighquality service delivery and maintaining a positive workenvironment.KeyResponsibilities:
  • Supervising andguiding the team to meet performance targets and service levelagreements.
  • Providing coaching and mentoring toteam members to enhance their skills andknowledge.
  • Monitoring and evaluating teammembers performance providing feedback and implementing improvementplans.
  • Resolving complex customer issues andescalations promptly andeffectively.
  • Implementing and enforcing companypolicies procedures and standards within theteam.
  • Conducting regular team meetings tocommunicate updates share best practices and addresschallenges.
  • Collaborating with other teams anddepartments to ensure smooth operations and seamless customerexperience.
  • Handling administrative tasks suchas attendance scheduling and performancereporting.
  • Identifying training needs andcoordinating training sessions for theteam.
  • Contributing to the recruitment andonboarding of new teammembers.
RequiredQualifications:
  • Bachelors degree inBusiness Administration Management or relatedfield.
  • Proven experience in a BPO environmentwith at least 2 years in a leadership or supervisoryrole.
  • Demonstrated ability to lead and motivatea team to achieve and exceed targets.
  • Excellentcommunication and interpersonal skills.
  • Strongproblemsolving and decisionmakingabilities.
  • Indepth knowledge of BPO processescustomer service principles and performancemetrics.
  • Proficiency in using productivity andperformance tracking tools andsoftware.
  • Ability to handle highpressuresituations and resolve conflicts.
  • Understandingof compliance and quality standards in the BPOindustry.
  • Flexibility to work in shifts andadapt to changing businessneeds.

business process,teamcollaboration,communicationskills,communication,problem-solving,customerservice,recruitment,coaching,quality standardsknowledge,bpo,decision-making,shift work flexibility,trainingcoordination,onboarding,administrative tasks,performance metricsknowledge,interpersonal skills,leadership,mentoring,performanceevaluation,bpo processes knowledge,conflict resolution,complianceknowledge,team management

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