BPO Team Lead || Bangalore
3 weeks ago
Job Title: BPO Team Lead
Location: Bangalore, India
Experience: Minimum 2 years overall, with at least 6 months of experience in team handling and escalation management.
Job Type: Full-time
About Us: We are a leading Business Process Outsourcing (BPO) company that specializes in delivering high-quality services to clients across various industries. We are committed to providing exceptional customer experiences through innovative solutions and a dedicated team.
Job Description:
As a BPO Team Lead, you will play a key role in managing and leading a team of customer service representatives. The ideal candidate will have a minimum of 2 years of experience in the BPO industry, with at least 6 months of proven success in team management and escalation handling.
Responsibilities:
Team Leadership:
- Lead and motivate a team of customer service representatives to achieve performance targets.
- Conduct regular team meetings, performance reviews, and coaching sessions.
- Foster a positive and collaborative work environment.
- Lead and motivate a team of customer service representatives to achieve performance targets.
Escalation Handling:
- Effectively manage and resolve customer escalations in a timely and satisfactory manner.
- Analyze escalation trends to identify root causes and implement preventive measures.
- Collaborate with other departments to address systemic issues contributing to escalations.
- Effectively manage and resolve customer escalations in a timely and satisfactory manner.
Performance Monitoring:
- Monitor team performance through key performance indicators (KPIs) and ensure targets are met or exceeded.
- Provide regular feedback to team members to drive continuous improvement.
- Monitor team performance through key performance indicators (KPIs) and ensure targets are met or exceeded.
Training and Development:
- Identify training needs within the team and coordinate with the training department to address gaps.
- Develop and implement training programs to enhance the team's skills and knowledge.
- Identify training needs within the team and coordinate with the training department to address gaps.
Client Communication:
- Act as a point of contact for clients regarding escalations and service-related issues.
- Collaborate with clients to understand their specific requirements and expectations.
- Act as a point of contact for clients regarding escalations and service-related issues.
Process Improvement:
- Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.
- Work closely with the operations team to implement process enhancements.
- Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.
Requirements
Qualifications:
- Minimum 2 years of experience in the BPO industry.
- At least 6 months of experience in team management and escalation handling.
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Proven track record of meeting and exceeding performance targets.
- Knowledge of BPO industry best practices.
- Bachelor's degree in a relevant field is preferred.
- Must be fluent in English and Kannada.
BenefitsSALARY : Upto 30k in hand + pf & ESI + Incentives
Day Shift
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