Posted:2 hours ago|
Platform:
On-site
Full Time
Lead, motivate, and manage a team of customer service/voice/non-voice executives.
Monitor daily performance and ensure achievement of SLAs, KPIs, and quality standards.
Conduct regular coaching, training, and feedback sessions to improve team productivity.
Handle escalations and ensure timely resolution of customer issues.
Prepare reports on team performance, attendance, and process updates.
Ensure process compliance, accuracy, and adherence to client requirements.
Coordinate with internal stakeholders to streamline workflow and address operational challenges.
Support new team members during onboarding and process training.
Maintain a positive work environment and encourage high team morale.
4 to 6 years of BPO experience with at Team Leader or supervisory role.
Strong interpersonal and people management skills.
Excellent communication skills (verbal and written).
Good understanding of BPO metrics, quality parameters, and performance management.
Ability to handle pressure and manage large teams.
Proficiency in MS Excel and reporting tools.
Flexible to work in rotational shifts (if required).
JONES RECRUITZO PRIVATE LIMITED
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