Team Leader

Overview:

Key Responsibilities:

• Lead and manage a team of customer service representatives
• Monitor team performance and provide coaching and feedback
• Ensure adherence to company policies and procedures
• Handle customer escalations and provide resolutions
• Collaborate with other departments to improve processes and customer experience
• Conduct regular team meetings and performance appraisals
• Develop and implement strategies to meet and exceed performance targets
• Ensure compliance with regulatory requirements
• Identify training needs and conduct training sessions
• Prepare performance reports and insights
• Manage shift schedules and staffing requirements
• Handle administrative tasks related to the team
• Stay updated with industry trends and best practices
• Participate in recruitment and onboarding processes
• Contribute to a positive and collaborative work environment

Required Qualifications:

• Bachelors degree in business or a related field
• Proven experience in a similar leadership role within a BPO setting
• Strong knowledge of BPO operations and best practices
• Excellent communication and interpersonal skills
• Ability to motivate and inspire team members
• Proficiency in using CRM and customer support tools
• Strong problemsolving and decisionmaking abilities
• Ability to work in a fastpaced and dynamic environment
• Understanding of US and UK customer service standards
• Proven track record of meeting and exceeding targets
• Knowledge of performance evaluation and quality assurance processes
• Ability to handle customer escalations effectively
• Strong organizational and time management skills
• Flexibility to work in shifts and handle urgent situations
• Certification in leadership or management is a plus

leadership,communication,customer service,team management,bpo