Team Lead - Chandigarh, India - Netgains

Description

As a BPO (Business Process Outsourcing) Team Leader, you will be responsible for managing a team of customer service representatives and overseeing the day-to-day operations of the BPO department. Your role will involve ensuring optimizing team performance, and achieving key performance indicators (KPIs) and targets. You will also be responsible for coaching and developing team members, monitoring workflow, and maintaining a positive work environment.

Key Responsibilities:

1. Team Management: Lead and manage a team of customer service representatives, ensuring they have the necessary resources, tools, and training to perform their roles effectively.

2. Performance Monitoring: Monitor team performance by analyzing key metrics and KPIs, such as average handling time, first-call resolution, customer satisfaction scores, and adherence to schedules.

3. Coaching and Development: Provide regular feedback, coaching, and performance evaluations to team members, identifying areas for improvement and implementing development plans.

4. Process Improvement: Identify process inefficiencies and propose and implement improvements to enhance customer service, increase productivity, and optimize operational effectiveness.

5. Escalation Handling: Address and resolve customer complaints and complex issues that are escalated by team members, ensuring timely resolution and customer satisfaction.

6. Reporting and Analysis: Prepare reports on team performance, trends, and areas for improvement, and present them to senior management. Utilize data analysis to identify patterns and develop strategies to improve team and individual performance.

7. Training and Onboarding: Coordinate and deliver initial and ongoing training sessions to new and existing team members, ensuring they are equipped with the necessary skills and knowledge to meet performance expectations.

8. Communication and Collaboration: Foster effective communication within the team, across departments, and with clients to ensure seamless operations, share best practices, and address any challenges or concerns.

9. Quality Assurance: Implement quality assurance processes to ensure consistent service delivery, compliance with company standards, and adherence to regulatory requirements.

10. Employee Engagement: Foster a positive work environment, promote employee engagement, and motivate team members to achieve individual and team goals.

Qualifications and Skills:

Bachelor's degree in business administration, management, or a related field (preferred)

Proven experience in a BPO environment, preferably in a leadership or supervisory role

Strong leadership and team management skills, with the ability to inspire and motivate team members

Excellent communication and interpersonal skills, with the ability to interact effectively with team members, clients, and senior management

Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions

Strong problem-solving skills, with the ability to think critically and develop effective solutions

Customer-centric mindset, with a focus on delivering exceptional customer service

Proficiency in using customer service software, CRM systems, and MS Office Suite

Flexibility to work in shifts and adapt to changing business needs