BPO TEAM LEADER

Description

We are seeking a BPO Team Leader to oversee and guide our customer service team in India. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for delivering exceptional customer service. This role is crucial in ensuring that our team meets performance goals and provides a positive experience for our customers.

Responsibilities

• Lead and manage a team of customer service representatives to ensure high performance and quality service.
• Monitor team performance metrics and provide feedback to improve efficiency and customer satisfaction.
• Conduct regular training sessions and team meetings to enhance skills and knowledge.
• Handle escalated customer queries and complaints effectively and professionally.
• Develop and implement strategies to improve team productivity and engagement.
• Prepare and present reports on team performance and operational issues to management.

Skills and Qualifications

• 1-6 years of experience in a BPO or call center environment, preferably in a leadership role.
• Strong understanding of customer service principles and practices.
• Excellent communication skills, both verbal and written.
• Ability to motivate and lead a diverse team effectively.
• Proficient in using CRM software and Microsoft Office Suite.
• Analytical skills to assess team performance and identify areas for improvement.
• Problem-solving skills to handle escalated issues and conflicts.

Hindi must to speak