Team Lead Customer Service Representative

4 weeks ago


Bengaluru, India Tiyasha Software Full time

Tiyasha Software

The Role

Team Leader (BPO Background)

Position Overview:

We are seeking an experienced and dynamic Team Leader with a background in Business Process Outsourcing (BPO) to lead and supervise a team of customer service representatives. The Team Leader will be responsible for driving team performance, meeting targets, and ensuring the delivery of exceptional service to our clients. This role requires strong leadership skills, effective communication, and a proactive approach to problem-solving.

Key Responsibilities:

  1. Team Management:
  • Lead and supervise a team of customer service representatives to ensure adherence to performance standards, productivity goals, and quality metrics.
  • Provide ongoing coaching, feedback, and support to team members to enhance their skills, performance, and professional development.
  • Conduct regular performance evaluations, set performance goals, and establish action plans to address performance gaps.
  • Foster a positive and motivating work environment that encourages teamwork, collaboration, and continuous improvement.
  1. Operational Excellence:

Ideal Profile

Qualifications:

  • Bachelor's degree or equivalent work experience.
  • Minimum of 2 years of experience in a BPO or customer service environment, with at least 2 years in a leadership or supervisory role.
  • Strong leadership skills with the ability to motivate, coach, and develop team members.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with team members, clients, and stakeholders.
  • Proven track record of meeting and exceeding performance targets and KPIs.
  • Strong analytical and problem-solving abilities.
  • Ability to thrive in a fast-paced and dynamic work environment.
  • Knowledge of contact center technologies and systems.
  • Certification in leadership or management is a plus.

What's on Offer?

  • Opportunity within a company with a solid track record of performance
  • Join a market leader within Consulting
  • Fantastic work culture


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