BPO Team Lead || Gurgaon
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Job Summary
- Team Leadership:
- Lead and inspire a team of customer service representatives to achieve performance goals.
- Conduct regular team meetings performance evaluations and coaching sessions.
- Cultivate a positive and collaborative work environment.
- 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.
- 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.
- 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 teams skills and knowledge.
- 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.
- Process Improvement:
- Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.
- Work closely with the operations team to implement process enhancements.
- Minimum 0.6 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.
- Bachelors degree in a relevant field is preferred.
- Must be fluent in English and Kannada.
Qualifications:
- Minimum 0.6 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 skill in English Hindi.
- Excellent problem-solving abilities.
- Proven track record of meeting and exceeding performance targets.
- Knowledge of BPO industry best practices.
- Bachelors degree in a relevant field is preferred.
- Must be fluent in English and Hindi.
Required Skills:
Job Title: BPO Team Lead Location: Gurgaon India Experience: Minimum 0.6 years of overall experience with a minimum of 6 months in team management and escalation handling. Job Type: Full-time About Us: We are a leading Business Process Outsourcing (BPO) company dedicated to delivering high-quality services across various industries. Our commitment to exceptional customer experiences and innovative solutions sets us apart in the industry. Job Description: We are seeking a BPO Team Lead to oversee and lead a team of customer service representatives. The ideal candidate will have at least 0.6 years of experience in the BPO industry with a proven track record in team management and escalation handling. Responsibilities: Team Leadership: Lead and inspire a team of customer service representatives to achieve performance goals. Conduct regular team meetings performance evaluations and coaching sessions. Cultivate a positive and collaborative work environment. 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. 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. 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 teams skills and knowledge. 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. Process Improvement: Continuously assess and improve existing processes to enhance efficiency and customer satisfaction. Work closely with the operations team to implement process enhancements. Requirements - Qualifications: Minimum 6 months 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 skill in English Hindi. Excellent problem-solving abilities. Proven track record of meeting and exceeding performance targets. Knowledge of BPO industry best practices. Bachelors degree in a relevant field is preferred. Must be fluent in English and Hindi. Benefits SALARY : Upto 25k -27k in hand pf & ESI Incentives of upto 6k PM Based on Performance Day Shift
Required Education:
Graduate
