Roles and Responsibility
Manage and supervise a team of customer service representatives to ensure high-quality service delivery.
Develop and implement process improvements to increase efficiency and productivity.
Analyze customer feedback and coach team members to enhance their performance.
Collaborate with other departments to achieve business objectives.
Monitor and control attrition rates to minimize turnover and improve retention.
Implement quality assurance measures to maintain high standards of service.
Job Requirements
Proven experience as a Team Leader or similar role in a BPO/Call Centre environment.
Strong knowledge of inbound operations, customer service principles, and practices.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work in a quick-paced setting and adapt to changing situations.
Solid analytical and decision-making skills with attention to detail.
Experience with coaching, mentoring, and developing team members to improve performance.