Team leader in bpo

As a Team Leader at Cogent E Services in Delhi, India, you will be responsible for overseeing a team of customer service representatives. Your primary duties will involve monitoring team performance, providing feedback and training, handling escalated customer interactions, and ensuring compliance with company policies. Additionally, you will analyze performance metrics, generate reports, and implement strategies for improvement. Key Responsibilities: - Manage and supervise a team of customer service representatives - Monitor team performance and provide feedback and training - Handle escalated customer interactions - Ensure adherence to company policies and procedures - Create reports and analyze performance metrics - Implement improvement strategies Qualification Required: - Demonstrated team management and leadership skills - Previous experience in customer service and client handling - Strong communication and interpersonal abilities - Effective problem-solving and quick decision-making skills - Proficiency in using data analytics tools for performance monitoring - Preferably experienced in the BPO industry - Fluency in English, Hindi, and other regional languages is advantageous - Bachelor's degree in any relevant field is desired,