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 creative 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 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. Requirements
-

Qualifications:
• Minimum 6 months of experience in the BPO industry.
• At least 6 months of experience in team management and escalation handling.
• Strong leadership and interpersonal skills.
• Excellent communication skill in English Hindi.
• Excellent problem-solving abilities.
• Proven track record of meeting and exceeding performance targets.
• Knowledge of BPO industry best practices.
• Bachelor's degree in a relevant field is preferred.
• Must be fluent in English and Hindi. Benefits

SALARY:
Upto 27K-30K in hand + PF & ESI + Incentives of up to 6k PM, based on Performance Day Shift

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