Job Overview
We are seeking a BPO Team Leader to join our team. This role requires Junior candidates with 1 to 3 years of experience in managing a BPO team. The job is located in Gurgaon, Haryana, India and it offers Full-Time employment.
Qualifications and Skills
- 1-3 years of experience in a BPO team leader or similar role
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Ability to effectively handle escalations and customer complaints
- Proficient in using BPO software and tools
- Analytical and problem-solving abilities
- Ability to work under pressure and meet tight deadlines
- Good knowledge of industry trends and best practices
- Experience in recruitment and onboarding is preferred
- Bachelor's degree in any field
Roles and Responsibilities
- Supervise and manage a team of BPO agents to achieve performance targets
- Monitor team performance and provide regular feedback and coaching
- Ensure adherence to quality standards and performance metrics
- Coordinate with other teams to optimize workflow and resolve issues
- Handle escalations and customer complaints in a professional manner
- Identify training needs and provide necessary training to team members
- Prepare and analyze reports on team performance and KPIs
- Stay updated with industry trends and best practices in BPO operations
- Assist in recruitment and onboarding of new team members
- Contribute to process improvement initiatives
