Bpo Team Leader

Job Summary:

The BPO Team Leader is responsible for leading and managing a team of customer service representatives or support staff within a Business Process Outsourcing (BPO) environment. The role involves overseeing the team’s performance, ensuring the delivery of excellent customer service, maintaining productivity, and driving team goals in alignment with organizational objectives.

Key Responsibilities:

1. Team Leadership and Management:

   • Lead and manage a team of customer service agents, ensuring high levels of motivation, performance, and job satisfaction.

   • Provide guidance, coaching, and support to team members, ensuring they meet or exceed key performance metrics (KPIs) such as customer satisfaction, response time, and quality of service.

   • Conduct regular team meetings to provide updates, address concerns, and share company goals and objectives.

   • Foster a positive and productive work environment that encourages teamwork, collaboration, and continuous improvement.

2. Performance Monitoring and Reporting:

   • Monitor team performance through performance dashboards and reporting systems to ensure adherence to service level agreements (SLAs) and KPIs.

   • Analyze performance data to identify trends and areas for improvement and implement corrective actions as needed.

   • Prepare and present performance reports to management, outlining successes, challenges, and strategies for improvement.

3. Training and Development:

   • Identify training and development needs within the team and collaborate with HR or the training department to implement necessary programs.

   • Provide ongoing training and skill development to team members to ensure they have the tools and knowledge to perform effectively.

   • Conduct performance reviews and provide constructive feedback to team members to foster their growth within the organization.

4. Customer Service Excellence:

   • Ensure that team members provide exceptional customer service and adhere to company policies and guidelines.

   • Address customer complaints or escalations and work with the team to resolve issues in a timely and satisfactory manner.

   • Promote a customer-centric approach, ensuring that all team members understand the importance of customer experience.

5. Operational Support:

   • Ensure smooth daily operations by managing schedules, attendance, and ensuring that the team is adequately staffed.

   • Work closely with other departments, including quality assurance, HR, and operations, to ensure alignment with company goals and deliverables.

   • Contribute to the continuous improvement of BPO processes and workflows by providing feedback and suggestions.

6. Compliance and Adherence:

   • Ensure that the team adheres to all relevant legal, compliance, and company standards, including data protection, privacy, and security policies.

   • Promote a culture of accountability and adherence to operational standards and best practices.

• It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years 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 5 - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹10000 - ₹45000 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 5 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., KREYA.
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 20 Bpo Team Leader at KREYA
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.