Bpo Team Leader

Job Summary:

A Team Leader in a BPO is responsible for managing a team of agents, ensuring performance targets are met, and maintaining high-quality service standards. The role involves monitoring KPIs, coaching team members, handling escalations, and driving operational efficiency.

Key Responsibilities:

Team Management:

• Lead, motivate, and manage a team of 10 agents.

• Conduct daily team handles to set goals and address concerns.

• Ensure adherence to company policies and procedures.

Performance Monitoring:

• Track individual and team KPIs such as call handling time, customer satisfaction, and quality scores.

• Provide feedback and coaching to improve agent performance.

• Prepare and share daily/weekly/monthly performance reports.

Process Improvement:

• Identify gaps in performance and implement corrective actions.

• Work with the Quality and Training team to enhance service delivery.

• Optimize workflows to improve productivity and efficiency.

Customer Service & Escalation Handling:

• Handle escalated customer queries and complaints professionally.

• Ensure a high level of customer satisfaction and resolution.

• Maintain records of escalations and resolutions for process improvement.

Training & Development:

• Provide regular coaching and training to team members.

• Conduct performance appraisals and assist in career development.

• Identify training needs and coordinate with the learning and development team.

Reporting & Documentation:

• Maintain accurate records of performance, attendance, and shift schedules.

• Prepare reports for management and suggest improvement strategies.

• Ensure compliance with company policies and client requirements.

Required Skills & Qualifications:

✔️ 12th education qualification (preferred).
✔️ 2+ years of experience in a BPO environment, with at least 1 year in a leadership role.
✔️ Strong communication and interpersonal skills.
✔️ Ability to manage and motivate a team in a fast-paced environment.
✔️ Good analytical and problem-solving skills.
✔️ Proficiency in MS Office (Excel, Word, PowerPoint) and CRM tools.
✔️ Knowledge of quality and compliance standards in a BPO setup.

Preferred Qualities:

Positive attitude and leadership skills.
Ability to handle pressure and meet targets.
Strong decision-making abilities.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.

More about this Bpo Team Leader job

1. What is the eligibility criteria to apply for this Bpo Team Leader job?
   Ans: The candidate should be Graduate and above and above with 1 - 2 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹25000 per month that depends on your interview. It's a Full Time job in Mumbai.
3. How many working days are there for this Bpo Team Leader job?
   Ans: This Bpo Team Leader job will have 6 working days.
4. Are there any charges applicable while applying or joining this Bpo Team Leader job?
   Ans: No, there is no fee applicable for applying this Bpo Team Leader job and during the employment with the company, i.e., FINIRIO MARKETING.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Bpo Team Leader role?
   Ans: There is an immediate opening of 5 Bpo Team Leader at FINIRIO MARKETING
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Bpo Team Leader job?
   Ans: This Bpo Team Leader job has Day Shift.