Summary:

- The Team Lead in the BPO sector plays a crucial role in managing and leading a team of customer service representatives or other specialized roles within the outsourcing environment.

- The primary responsibilities include overseeing daily operations, ensuring team productivity and efficiency, and maintaining high-quality service delivery to clients.

Responsibilities:

Team Management:

- Lead and supervise a team of BPO professionals, providing guidance, support, and coaching.

- Foster a positive and collaborative team culture that encourages continuous improvement and professional development.

- Conduct regular team meetings to discuss goals, address concerns, and disseminate important information.

Performance Monitoring and Evaluation:

- Monitor individual and team performance against established KPIs (Key Performance Indicators).

- Implement performance improvement plans as needed and recognize and reward high-performing team members.

- Conduct regular performance reviews and provide constructive feedback to team members.

Client Interaction:

- Serve as the main point of contact for clients regarding day-to-day operations and issue resolution.

- Collaborate with clients to understand their expectations, gather feedback, and ensure service levels meet or exceed expectations.

- Maintain strong client relationships and act as a liaison between the team and the client.

Process Improvement:

- Identify opportunities for process improvement and implement efficient workflows to enhance overall team productivity.

- Work closely with the operations and quality assurance teams to ensure compliance with client requirements and industry standards.

- Troubleshooting of contact center software, devices and connectivity problems.

Training and Development:

- Develop and implement training programs to enhance the skills and knowledge of team members.

- Provide ongoing training and support to address skill gaps and keep the team updated on industry trends and best practices.

Reporting and Documentation:

- Generate and analyze performance reports to track team and individual performance.

- Maintain accurate and up-to-date documentation related to team activities, client interactions, and process improvements.

Qualifications and Skills:

- Bachelor's degree in management (Preferred Master's degree).

- Fluency in Advance English (C2-Proficient) and Hindi Language.

- Proven experience in a BPO environment, with a minimum of 2+ years in a leadership or supervisory role.

- Knowledge of customer service best practices.

- Strong interpersonal and communication skills.

- Excellent problem-solving abilities and the ability to make informed decisions under pressure.

- Proficient in using BPO tools and technologies.

- Familiarity with relevant industry regulations and compliance standards.

- Capabilities to handle projects related to contact center operations such as implementing new software, process improvements or system updates.