Team Lead - Customer Service - BPO

We are seeking an experienced and dynamic Team Leader to oversee a team of customer service representatives. The ideal candidate will be responsible for ensuring the efficient day-to-day operations of the team, driving performance, meeting service level agreements (SLAs), and ensuring high customer satisfaction. This role requires excellent leadership skills, problem-solving abilities, and a deep understanding of operations.

Key Responsibilities :

• Lead, manage, and motivate a team of customer service agents to achieve performance targets.
• Monitor and evaluate individual and team performance, providing coaching and feedback to ensure continuous improvement.
• Handle escalated customer queries and resolve issues efficiently.
• Ensure adherence to company policies, procedures, and quality standards.
• Maintain and report on team KPIs and provide regular performance updates to management.
• Facilitate training and development programs to enhance team skills and knowledge.
• Foster a positive and collaborative work Minimum 3 years of experience in BPO operations, with at least 6 month in a leadership role.
• Strong communication and interpersonal skills.
• Ability to work under pressure and handle multiple priorities.
• Proficiency in MS Excel
• Ability to motivate, mentor, and guide a team towards achieving business goals.

(ref : iimjobs.com)