BPO Team Lead - Bengaluru, India - 2coms

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