Location: Nagpur , Maharashtra , India
Salary: 22000/-
Description:
We are seeking an experienced and dynamic Team Leader for our BPO Operations team. The ideal candidate will be responsible for leading, motivating, and managing a team of BPO agents to achieve operational excellence and meet performance targets. You will oversee daily operations, ensure high levels of customer service, and implement strategies to improve productivity and efficiency.
Key Responsibilities:
Lead, mentor, and motivate a team of BPO agents to achieve individual and team performance targets.
Monitor and manage daily operations to ensure service levels and quality standards are met.
Provide guidance and support to team members, including training, coaching, and performance evaluations.
Analyze performance metrics and generate reports to track team performance and identify areas for improvement.
Implement and enforce company policies, procedures, and best practices to ensure compliance and operational efficiency.
Address and resolve escalated customer issues and complaints in a timely and professional manner.
Develop and execute strategies to improve team productivity, engagement, and overall performance.
Collaborate with other departments and management to align team objectives with organizational goals.
Conduct regular team meetings and provide feedback to team members to enhance their skills and performance.
Stay up-to-date with industry trends and best practices to continuously improve processes and operations.
Required Qualifications:
Bachelor’s degree in Business Administration, Management, or a related field.
Proven experience as a Team Leader or Supervisor in a BPO or call center environment.
Strong leadership and team management skills with the ability to motivate and guide a team effectively.
Excellent communication and interpersonal skills.
Proficiency in performance metrics analysis and reporting.
Strong problem-solving skills and the ability to handle challenging situations professionally.
Ability to work under pressure and manage multiple tasks simultaneously.
Familiarity with BPO operations and customer service best practices.
Preferred Qualifications:
Experience with CRM software and BPO management tools.
Knowledge of process improvement methodologies (e.g., Six Sigma, Lean).
Experience in handling large teams and managing multiple client accounts.