JOB SUMMARY:
We are looking for an experienced Team Leader with at least 2 years of experience in team handling within the BPO sector. The ideal candidate will be responsible for managing and leading a team to achieve high performance, maintain customer satisfaction, and contribute to continuous process improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Supervise Daily Operations: Oversee and ensure the smooth running of day-to-day operations, ensuring adherence to schedules and standard operating procedures.
- Coaching and Training: Provide ongoing coaching, training, and support to team members to enhance their performance, product knowledge, and customer handling skills.
- Performance Management: Monitor and evaluate team performance against KPIs, set individual and team targets, and conduct performance reviews.
- Handle Escalations: Manage and resolve complex customer issues or escalations in a timely and professional manner.
- Motivation and Engagement: Foster a positive, motivating environment that promotes teamwork, high morale, and productivity among team members.
- Reporting and Analysis: Prepare and present reports on team performance, KPIs, and customer feedback; analyze trends and suggest improvements.
- Scheduling and Resource Allocation: Efficiently manage agent schedules, ensuring adequate coverage during peak times and maintaining optimal productivity.
- Quality Assurance: Monitor calls and ensure adherence to quality standards, provide feedback to agents, and ensure customer satisfaction is consistently met.
- Process Improvement: Identify areas for process enhancement and implement changes to improve team efficiency and service quality.
- Communication: Maintain clear and consistent communication between team members and management, ensuring goals and expectations are effectively communicated.
