Team Leader- BPO

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.