BPO Team Leader

Confidential

0 years

0 Lacs

pune maharashtra india

Posted:2 weeks ago| Platform:

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Skills Required

leadership service coaching training reports metrics management strategies efficiency

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Team Leadership & Motivation
:
Guide, motivate, and mentor a team of BPO agents to meet performance goals and foster a positive work environment.
Performance Monitoring
:
Track team and individual agent performance against key performance indicators (KPIs) and Service Level Agreements (SLAs).
Coaching & Training
:
Provide regular coaching, feedback, and training to team members to improve their skills, knowledge, and productivity.
Issue Resolution
:
Handle escalated customer complaints and complex issues, providing timely and effective resolutions.
Operational Management
:
Oversee daily team operations, ensure adherence to company policies and procedures, and manage team schedules.
Reporting
:
Prepare and present regular reports on team performance, key metrics, and progress to management.
Process Improvement
:
Identify areas for improvement within processes and implement strategies to enhance efficiency, quality, and customer satisfaction.
Compliance
:
Ensure the team consistently meets quality standards and adheres to all company policies and procedures.

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