Job Description

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Job Title: BPO Team Lead
Location: Mumbai, India
Experience: Minimum 2 years of overall experience, with a minimum of 6 months in team management and escalation handling.
Job Type: Full-time
About Us: We are a leading Business Process Outsourcing (BPO) company dedicated to delivering high-quality services across various industries. Our commitment to exceptional customer experiences and innovative solutions sets us apart in the industry.
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We are seeking a BPO Team Lead to oversee and lead a team of customer service representatives. The ideal candidate will have at least 2 years of experience in the BPO industry, with a proven track record in team management and escalation handling.
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:

• Minimum 2 years of experience in the BPO industry.

• At least 6 months of experience in team management and escalation handling.

• Strong leadership and interpersonal skills.

• Excellent communication and problem-solving abilities.

• Proven track record of meeting and exceeding performance targets.

• Knowledge of BPO industry best practices.

• Bachelor's degree in a relevant field is preferred.

• Must be fluent in English and Kannada.

Requirements
Qualifications:

• Minimum 2 years of experience in the BPO industry.

• At least 6 months of experience in team management and escalation handling.

• Strong leadership and interpersonal skills.

• Excellent communication skill in English Hindi and Marathi.

• Excellent problem-solving abilities.

• Proven track record of meeting and exceeding performance targets.

• Knowledge of BPO industry best practices.

• Bachelor's degree in a relevant field is preferred.

• Must be fluent in English and Kannada.

Benefits
SALARY : Upto 25k in hand + pf & ESI + Incentives of upto 6k PM Based on Performance
Day Shift

Skills Required