BPO team Leader

Job Title:BPO Team Leader

Job Profile:

The BPO Team Leader is responsible for supervising, guiding, and motivating a team of customer service executives to achieve performance targets and deliver high-quality service. The role involves monitoring daily operations, evaluating agent performance, providing coaching and feedback, and ensuring adherence to company processes and client requirements. The Team Leader will also handle escalations, prepare reports, and collaborate with management to improve workflow efficiency and customer satisfaction.

Key Responsibilities:

• Lead, mentor, and support a team of customer service representatives.
• Monitor performance metrics and ensure achievement of SLA targets.
• Conduct training, coaching sessions, and performance reviews.
• Handle customer escalations and resolve issues effectively.
• Maintain process compliance and quality standards.
• Prepare daily/weekly performance reports and share insights with management.

Required Skills:

• Strong communication and leadership abilities.
• Problem-solving and conflict resolution skills.
• Ability to analyze performance data and provide actionable feedback.
• Experience in BPO operations and team management.
• Good Excel and advance excel skills