Summary:
The Team Lead in the BPO sector plays a crucial role in managing and leading a team of customer service representatives or other specialized roles within the outsourcing environment. The primary responsibilities include overseeing daily operations, ensuring team productivity and efficiency, and maintaining high-quality service delivery to clients.
Responsibilities:
1.Team Management:
- Lead and supervise a team of BPO professionals, providing guidance, support, and coaching.
- Foster a positive and collaborative team culture that encourages continuous improvement and professional development.
- Conduct regular team meetings to discuss goals, address concerns, and disseminate important information.
2.Performance Monitoring and Evaluation:
- Monitor individual and team performance against established KPIs (Key Performance Indicators).
- Implement performance improvement plans as needed and recognize and reward high-performing team members.
- Conduct regular performance reviews and provide constructive feedback to team members.
3.Client Interaction:
- Serve as the main point of contact for clients regarding day-to-day operations and issue resolution.
- Collaborate with clients to understand their expectations, gather feedback, and ensure service levels meet or exceed expectations.
- Maintain strong client relationships and act as a liaison between the team and the client.
4. Process Improvement:
- Identify opportunities for process improvement and implement efficient workflows to enhance overall team productivity.
- Work closely with the operations and quality assurance teams to ensure compliance with client requirements and industry standards.
- Troubleshooting of contact center software, devices and connectivity problems.
5.Training and Development:
- Develop and implement training programs to enhance the skills and knowledge of team members.
- Provide ongoing training and support to address skill gaps and keep the team updated on industry trends and best practices.
6.Reporting and Documentation:
- Generate and analyze performance reports to track team and individual performance.
- Maintain accurate and up-to-date documentation related to team activities, client interactions, and process improvements.
Qualifications and Skills:
- Bachelor’s degree in management (Preferred Master’s degree)
- Fluency in Advance English (C2-Proficient) and Hindi Language.
- Proven experience in a BPO environment, with a minimum of 2+ years in a leadership or supervisory role.
- Knowledge of customer service best practices.
- Strong interpersonal and communication skills.
- Excellent problem-solving abilities and the ability to make informed decisions under pressure.
- Proficient in using BPO tools and technologies.
- Familiarity with relevant industry regulations and compliance standards.
- Capabilities to handle projects related to contact center operations such as implementing new software, process improvements or system updates.
Apply on the link: https://sites.google.com/venturesathiglobal.com/job-application-form?usp=sharing