BPO Team Lead

As a Team Lead in the BPO sector, your role is crucial in managing and leading a team of customer service representatives or other specialized roles within the outsourcing environment. Your primary responsibilities include overseeing daily operations, ensuring team productivity and efficiency, and maintaining high-quality service delivery to clients. You will lead and supervise a team of BPO professionals, providing guidance, support, and coaching to foster a positive and collaborative team culture that encourages continuous improvement and professional development. Conducting regular team meetings to discuss goals, address concerns, and disseminate important information will be essential. Monitoring individual and team performance against established KPIs (Key Performance Indicators) will be part of your responsibilities. You will implement performance improvement plans as needed, recognize and reward high-performing team members, and conduct regular performance reviews providing constructive feedback. As the main point of contact for clients regarding day-to-day operations and issue resolution, you will collaborate with clients to understand their expectations, gather feedback, and ensure service levels meet or exceed expectations. Maintaining strong client relationships and acting as a liaison between the team and the client will be crucial. Identifying opportunities for process improvement and implementing efficient workflows to enhance overall team productivity will be expected. You will work closely with the operations and quality assurance teams to ensure compliance with client requirements and industry standards, troubleshooting contact center software, devices, and connectivity problems. Developing and implementing training programs to enhance the skills and knowledge of team members will also be part of your responsibilities. Providing ongoing training and support to address skill gaps and keep the team updated on industry trends and best practices is essential. Generating and analyzing performance reports to track team and individual performance, as well as maintaining accurate and up-to-date documentation related to team activities, client interactions, and process improvements will also fall under your responsibilities. Qualifications and Skills required for this role include a Bachelor's degree in management (Preferred Master's degree), fluency in Advanced English (C2-Proficient) and Hindi Language, proven experience in a BPO environment with a minimum of 2+ years in a leadership or supervisory role, knowledge of customer service best practices, strong interpersonal and communication skills, excellent problem-solving abilities, proficiency in using BPO tools and technologies, familiarity with relevant industry regulations and compliance standards, and capabilities to handle projects related to contact center operations such as implementing new software, process improvements, or system updates.,