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 setting.
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.
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📌 BPO Team Lead || Gurgaon (India)
🏢 2COMs
📍 India