Team Leader BPO

Overview:

Key Responsibilities:

• Supervising and guiding the team to meet performance targets and service level agreements.
• Providing coaching and mentoring to team members to enhance their skills and knowledge.
• Monitoring and evaluating team members performance providing feedback and implementing improvement plans.
• Resolving complex customer issues and escalations promptly and effectively.
• Implementing and enforcing company policies procedures and standards within the team.
• Conducting regular team meetings to communicate updates share best practices and address challenges.
• Collaborating with other teams and departments to ensure smooth operations and seamless customer experience.
• Handling administrative tasks such as attendance scheduling and performance reporting.
• Identifying training needs and coordinating training sessions for the team.
• Contributing to the recruitment and onboarding of new team members.

Required Qualifications:

• Bachelors degree in Business Administration Management or related field.
• Proven experience in a BPO environment with at least 2 years in a leadership or supervisory role.
• Demonstrated ability to lead and motivate a team to achieve and exceed targets.
• Excellent communication and interpersonal skills.
• Strong problemsolving and decisionmaking abilities.
• Indepth knowledge of BPO processes customer service principles and performance metrics.
• Proficiency in using productivity and performance tracking tools and software.
• Ability to handle highpressure situations and resolve conflicts.
• Understanding of compliance and quality standards in the BPO industry.
• Flexibility to work in shifts and adapt to changing business needs.

business process,team collaboration,communication skills,communication,problem-solving,customer service,recruitment,coaching,quality standards knowledge,bpo,decision-making,shift work flexibility,training coordination,onboarding,administrative tasks,performance metrics knowledge,interpersonal skills,leadership,mentoring,performance evaluation,bpo processes knowledge,conflict resolution,compliance knowledge,team management