Experience: Minimum 1 Year as Team Leader in BPO Industry
Key Responsibilities
- Manage and lead a team of Customer Service Executives for the inbound process.
- Monitor daily team performance and ensure achievement of KPIs, SLAs, and productivity targets.
- Conduct team huddles, coaching sessions, and performance reviews.
- Handle customer escalations and provide timely resolutions.
- Ensure adherence to quality standards, process compliance, and attendance targets.
- Prepare and maintain performance reports and MIS.
- Motivate team members and drive employee engagement initiatives.
- Coordinate with internal stakeholders to improve operational efficiency.
Requirements:
- Minimum 1 year of experience as a Team Leader in a BPO inbound process.
- Strong leadership, communication, and people management skills.
- Experience in handling team performance metrics and customer escalations.
- Good knowledge of MS Excel and reporting.
- Graduate in any discipline.
- Ability to work in a fast-paced setting and achieve targets.
Preferred Skills:
- Excellent problem-solving and decision-making abilities.
- Strong analytical and coaching skills.
- Customer-centric approach with a focus on team development.
Interested candidates can share their updated resume at [email protected]