BPO Team Lead || Mumbai

Job Description

Job Title : BPO Team Lead

Location : Mumbai, India

Experience : Minimum 2 years of overall experience, with a minimum of 6 months in team management and escalation handling.

Job Type : Full-time

About Us : We are a leading Business Process Outsourcing (BPO) company dedicated to delivering high-quality services across various industries. Our commitment to exceptional customer experiences and innovative solutions sets us apart in the industry.

Job Description :

We are seeking a BPO Team Lead to oversee and lead a team of customer service representatives. The ideal candidate will have at least 2 years of experience in the BPO industry, with a proven track record in team management and escalation handling.

Responsibilities :

• Team Leadership :
• Lead and inspire a team of customer service representatives to achieve performance goals.
• Conduct regular team meetings, performance evaluations, and coaching sessions.
• Cultivate a positive and collaborative work environment.
• Escalation Handling :
• Effectively manage and resolve customer escalations in a timely and satisfactory manner.
• Analyze escalation trends to identify root causes and implement preventive measures.
• Collaborate with other departments to address systemic issues contributing to escalations.
• Performance Monitoring :
• Monitor team performance through key performance indicators (KPIs) and ensure targets are met or exceeded.
• Provide regular feedback to team members to drive continuous improvement.
• Training and Development :
• Identify training needs within the team and coordinate with the training department to address gaps.
• Develop and implement training programs to enhance the team's skills and knowledge.
• Client Communication :
• Act as a point of contact for clients regarding escalations and service-related issues.
• Collaborate with clients to understand their specific requirements and expectations.
• Process Improvement :
• Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.
• Work closely with the operations team to implement process enhancements.

Qualifications :

Requirements

Qualifications :

Benefits

SALARY : Upto 25k in hand + pf & ESI + Incentives of upto 6k PM Based on Performance

Day Shift

Requirements

Who We Are Looking For : - Education : Graduates or Undergraduates. - Experience : - Graduate Freshers are welcome! - 0 to 6 years of relevant experience. - Skills : - Exceptional communication skills in English. - Ability to handle international clients with professionalism and courtesy. Your Responsibilities : - Provide excellent customer service to international clients. - Resolve customer inquiries and issues efficiently. - Maintain a high level of product and service knowledge. - Ensure customer satisfaction through effective communication and problem-solving.