Description
We are seeking an experienced Team Lead for our BPO operations in India. The ideal candidate will have a proven track record in managing teams in a fast-paced customer service environment, and will be responsible for driving performance, providing mentorship, and ensuring a high level of service delivery.
Responsibilities
- Lead and manage a team of customer service representatives in a BPO environment.
- Ensure that team targets and KPIs are met consistently.
- Provide training and support to team members to enhance their performance.
- Conduct regular performance evaluations and provide constructive feedback.
- Foster a positive team culture and promote teamwork and collaboration.
- Handle escalated customer complaints and resolve issues effectively.
- Prepare reports on team performance and present them to management.
Skills and Qualifications
- 2-5 years of experience in a BPO or customer service environment.
- Hindi Must
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in using CRM software and other relevant tools.
- Ability to work under pressure and meet deadlines.
- Strong problem-solving skills and a customer-oriented mindset.
- Knowledge of BPO processes and best practices.
