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    BPO Team Lead - Bengaluru, India - 2coms

    2coms
    2coms Bengaluru, India

    1 week ago

    2coms background
    Description
    Job Description

    Job Title: BPO Team Lead

    Location: Bangalore, India

    Experience: Minimum 2 years overall, with at least 6 months of experience in team handling and escalation management.

    Job Type: Full-time

    About Us: We are a leading Business Process Outsourcing (BPO) company that specializes in delivering high-quality services to clients across various industries. We are committed to providing exceptional customer experiences through innovative solutions and a dedicated team.

    Job Description:

    As a BPO Team Lead, you will play a key role in managing and leading a team of customer service representatives. The ideal candidate will have a minimum of 2 years of experience in the BPO industry, with at least 6 months of proven success in team management and escalation handling.

    Responsibilities:

    1. Team Leadership:
      • Lead and motivate a team of customer service representatives to achieve performance targets.
      • Conduct regular team meetings, performance reviews, and coaching sessions.
      • Foster a positive and collaborative work environment.
    2. Escalation Handling:
      • Effectively manage and resolve customer escalations in a timely and satisfactory manner.
      • Analyze escalation trends to identify root causes and implement preventive measures.
      • Collaborate with other departments to address systemic issues contributing to escalations.
    3. Performance Monitoring:
      • Monitor team performance through key performance indicators (KPIs) and ensure targets are met or exceeded.
      • Provide regular feedback to team members to drive continuous improvement.
    4. Training and Development:
      • Identify training needs within the team and coordinate with the training department to address gaps.
      • Develop and implement training programs to enhance the team's skills and knowledge.
    5. Client Communication:
      • Act as a point of contact for clients regarding escalations and service-related issues.
      • Collaborate with clients to understand their specific requirements and expectations.
    6. Process Improvement:
      • Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.
      • Work closely with the operations team to implement process enhancements.

    Requirements

    Qualifications:

    1. Minimum 2 years of experience in the BPO industry.
    2. At least 6 months of experience in team management and escalation handling.
    3. Strong leadership and interpersonal skills.
    4. Excellent communication and problem-solving abilities.
    5. Proven track record of meeting and exceeding performance targets.
    6. Knowledge of BPO industry best practices.
    7. Bachelor's degree in a relevant field is preferred.
    8. Must be fluent in English and Kannada.


    Benefits

    SALARY : Upto 30k in hand + pf & ESI + Incentives
    Day Shift

    Requirements
    Qualifications: Minimum 2 years of experience in the BPO industry. At least 6 months of experience in team management and escalation handling. Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proven track record of meeting and exceeding performance targets. Knowledge of BPO industry best practices. Bachelor's degree in a relevant field is preferred. Must be fluent in English and Kannada.
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