Job Title: BPO Team Lead

Job Description:

Responsibilities:

• Team Leadership:
  
• Lead and inspire a team of customer service representatives to achieve performance goals.
  
• Conduct regular team meetings, performance evaluations, and coaching sessions.
  
• Cultivate a positive and collaborative work environment.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• Process Improvement:
  
• Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.
  
• Work closely with the operations team to implement process enhancements.
  

Qualifications:

1. Minimum 0.6 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.