Team Lead

JOB SUMMARY:

We are looking for an experienced Team Leader with at least 2 years of experience in team handling within the BPO sector. The ideal candidate will be responsible for managing and leading a team to achieve high performance, maintain customer satisfaction, and contribute to continuous process improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise Daily Operations:

  Oversee and ensure the smooth running of day-to-day operations, ensuring adherence to schedules and standard operating procedures.

• Coaching and Training:

  Provide ongoing coaching, training, and support to team members to enhance their performance, product knowledge, and customer handling skills.

• Performance Management:

  Monitor and evaluate team performance against KPIs, set individual and team targets, and conduct performance reviews.

• Handle Escalations:

  Manage and resolve complex customer issues or escalations in a timely and professional manner.

• Motivation and Engagement:

  Foster a positive, motivating environment that promotes teamwork, high morale, and productivity among team members.

• Reporting and Analysis:

  Prepare and present reports on team performance, KPIs, and customer feedback; analyze trends and suggest improvements.

• Scheduling and Resource Allocation:

  Efficiently manage agent schedules, ensuring adequate coverage during peak times and maintaining optimal productivity.

• Quality Assurance:

  Monitor calls and ensure adherence to quality standards, provide feedback to agents, and ensure customer satisfaction is consistently met.

• Process Improvement:

  Identify areas for process enhancement and implement changes to improve team efficiency and service quality.

• Communication:

  Maintain clear and consistent communication between team members and management, ensuring goals and expectations are effectively communicated.