BPO team lead

Role Summary

We are looking for a dynamic and experienced BPO Team Lead to oversee day-to-day operations, manage a team of agents, and ensure the delivery of high-quality customer service. The ideal candidate will be a proactive leader with excellent communication and problem-solving skills, adept at achieving team targets while maintaining a positive and motivating work environment.

Key Responsibilities

Lead, mentor, and motivate a team of BPO agents to achieve performance goals and KPIs.
Track individual and team performance, providing constructive feedback and guidance to improve efficiency and quality.
Conduct training sessions, skill enhancement programs, and onboarding for new hires.
Act as the primary point of contact for client escalations, updates, and performance reviews.
Identify process gaps and suggest strategies for improving workflows and customer satisfaction.
Prepare and present daily, weekly, and monthly performance reports to stakeholders.
Address and resolve team conflicts, customer complaints, and operational issues promptly.
Ensure adherence to company policies, industry regulations, and quality standards.
Skills and Qualifications

Bachelor's degree or equivalent experience in business administration, communication, or a related field.
Proven experience in a leadership role within the BPO or customer service industry.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Proficient in MS Office and CRM tools.
Ability to work under pressure and meet deadlines.
Strong interpersonal and leadership skills.
Certification in customer service, leadership, or process management is a plus.
Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

Cell phone reimbursement
Health insurance
Paid sick time
Provident Fund
Schedule:

Day shift
Supplemental Pay:

Performance bonus
Yearly bonus
Experience:

total work: 8 years (Required) Read more