Team Leader-International BPO - New Delhi, India - Tribiz India

Description

Overview

The TeamLeaderInternational BPO plays a crucial role in leading andmanaging a team within the international BPO environment. They areresponsible for ensuring that the team meets performance targetsdelivers exceptional customer service and adheres to companypolicies and procedures.

KeyResponsibilities

• Supervise and guidethe team to achieve KPIs and objectives
• Providecoaching and support to team members
• Monitorteam performance and conduct regular performanceevaluations
• Take ownership of customerescalations and ensure swift resolution
• Developand implement strategies to improve team productivity andefficiency
• Oversee scheduling staffing andworkforce management
• Drive employee engagementand morale within the team
• Collaborate withother departments to optimize processes and enhance customerexperience
• Adhere to compliance and qualitystandards
• Conduct regular team meetings andprovide constructive feedback
• Identify trainingneeds and coordinate training programs for theteam
• Participate in recruitment and onboardingactivities
• Handle administrative tasks andmaintain records
• Stay updated on industrytrends and best practices
• Lead by example anduphold company values andculture

RequiredQualifications

• Bachelors degree inBusiness Administration or relevantfield
• Proven experience in a leadership rolewithin an international BPO setting
• Excellentunderstanding of BPO operations and bestpractices
• Strong communication andinterpersonal skills
• Exceptional problemsolvingand decisionmaking abilities
• Demonstratedability to drive performance and achievetargets
• Proficiency in using relevant softwareand tools
• Ability to handle and resolvecustomer escalations effectively
• Experience inconducting performance evaluations and providingfeedback
• Knowledge of workforce management andscheduling processes
• Strong organizational andtime management skills
• Ability to motivate andinspire team members
• Understanding ofcompliance requirements and qualitystandards
• Flexibility to work in rotationalshifts and adapt to changingrequirements
• Certification in Leadership orManagement will be an addedadvantage

leadership,communication,customerservice,team management