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.

:

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 team's 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.

Qualifications

1. Minimum 0.6 years of experience in the BPO industry.
2. At least 6 months of experience in team management and escalation handling.
3. Strong leadership and interpersonal skills.
4. Excellent communication and problem-solving abilities.
5. Proven track record of meeting and exceeding performance targets.
6. Knowledge of BPO industry best practices.
7. Bachelor's degree in a relevant field is preferred.
8. Must be fluent in English and Kannada.

Requirements

Qualifications:
1. Minimum 0.6 years of experience in the BPO industry.
2. At least 6 months of experience in team management and escalation handling.
3. Solid leadership and interpersonal skills.
4. Excellent communication skill in English Hindi.
5. Excellent problem-solving abilities.
6. Proven track record of meeting and exceeding performance targets.
7. Knowledge of BPO industry best practices.
8. Bachelor's degree in a relevant field is preferred.
9. 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

📌 BPO Team Lead || Gurgaon (Maharashtra)
🏢 2COMs
📍 Maharashtra