Team Leader-International BPO
Location
Delhi | India
Job description
Overview
The Team LeaderInternational BPO plays a crucial role in leading and managing a team within the international BPO environment. They are responsible for ensuring that the team meets performance targets delivers exceptional customer service and adheres to company policies and procedures.
Key Responsibilities
- Supervise and guide the team to achieve KPIs and objectives
- Provide coaching and support to team members
- Monitor team performance and conduct regular performance evaluations
- Take ownership of customer escalations and ensure swift resolution
- Develop and implement strategies to improve team productivity and efficiency
- Oversee scheduling staffing and workforce management
- Drive employee engagement and morale within the team
- Collaborate with other departments to optimize processes and enhance customer experience
- Adhere to compliance and quality standards
- Conduct regular team meetings and provide constructive feedback
- Identify training needs and coordinate training programs for the team
- Participate in recruitment and onboarding activities
- Handle administrative tasks and maintain records
- Stay updated on industry trends and best practices
- Lead by example and uphold company values and culture
Required Qualifications
- Bachelors degree in Business Administration or relevant field
- Proven experience in a leadership role within an international BPO setting
- Excellent understanding of BPO operations and best practices
- Strong communication and interpersonal skills
- Exceptional problemsolving and decisionmaking abilities
- Demonstrated ability to drive performance and achieve targets
- Proficiency in using relevant software and tools
- Ability to handle and resolve customer escalations effectively
- Experience in conducting performance evaluations and providing feedback
- Knowledge of workforce management and scheduling processes
- Strong organizational and time management skills
- Ability to motivate and inspire team members
- Understanding of compliance requirements and quality standards
- Flexibility to work in rotational shifts and adapt to changing requirements
- Certification in Leadership or Management will be an added advantage
leadership,communication,customer service,team management
Job tags
Salary
