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Gurgaon

    Team Leader - Gurugram, India - Workis Solution

    Workis Solution
    Workis Solution Gurugram, India

    6 days ago

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    Description

    Overview:

    TheInternational BPO US & UK Process Team Leader plays acritical role in managing and leading a team that is responsiblefor providing exceptional customer service to clients in the US andUK. This role is instrumental in ensuring that the team delivershighquality services meets performance targets and contributes tothe overall success of the BPO operation.

    KeyResponsibilities:

    • Lead and manage ateam of customer servicerepresentatives
    • Monitor team performance andprovide coaching and feedback
    • Ensure adherenceto company policies and procedures
    • Handlecustomer escalations and provideresolutions
    • Collaborate with other departmentsto improve processes and customerexperience
    • Conduct regular team meetings andperformance appraisals
    • Develop and implementstrategies to meet and exceed performancetargets
    • Ensure compliance with regulatoryrequirements
    • Identify training needs andconduct training sessions
    • Prepare performancereports and insights
    • Manage shift schedules andstaffing requirements
    • Handle administrativetasks related to the team
    • Stay updated withindustry trends and best practices
    • Participatein recruitment and onboardingprocesses
    • Contribute to a positive andcollaborative workenvironment

    RequiredQualifications:

    • Bachelors degree inbusiness or a related field
    • Proven experiencein a similar leadership role within a BPOsetting
    • Strong knowledge of BPO operations andbest practices
    • Excellent communication andinterpersonal skills
    • Ability to motivate andinspire team members
    • Proficiency in using CRMand customer support tools
    • Strongproblemsolving and decisionmakingabilities
    • Ability to work in a fastpaced anddynamic environment
    • Understanding of US and UKcustomer service standards
    • Proven track recordof meeting and exceeding targets
    • Knowledge ofperformance evaluation and quality assuranceprocesses
    • Ability to handle customerescalations effectively
    • Strong organizationaland time management skills
    • Flexibility to workin shifts and handle urgentsituations
    • Certification in leadership ormanagement is aplus

    leadership,communication,customerservice,team management,bpo

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