Urgent Hiring BPO voice process Team Leader - Bangalore - 2-4 yrs

Job description

Years of Experience : 2-3 years

Designation : Team Leader

No. of Vacancy : 1

Location : Bangalore

About Us : Hash Connect $11 million MarTech company thriving to give a new direction to consumer interactions and engagements. Engagements with Digital & Mobile marketing at the forefront of marketing communication, we explore opportunities for seamless integration of online and offline strategies. The 100+ Tech Evangelists at Hash Connect have been constantly working on innovating newer ways to reach out to masses with MarTech led innovations being at the heart of it. The core expertise lies in developing complex MIS and CRM tools, web and mobile applications, cross platform data utilization tools and voice solutions. Besides Technology development, Hash Connect specializes in developing Omni channel solutions and set up e-commerce infrastructure for brands Position Overview :

We are currently seeking a dedicated and experienced individual to join our team as a BPO Operations Team Leader. In this role, you will be responsible for overseeing the day-to-day operations of our call center, ensuring efficient and effective service delivery, and providing leadership to our call center agents. Responsibilities :

1. Team Manag ement : Supervise and mentor a team of agents, providing guidance, support, and coaching to ensure high performance and productivity. o Conduct regular team meetings to communicate goals, objectives, and performance expectations. o Monitor agent performance, provide feedback, and guide to improve performance and enhance customer satisfaction.

2. Call Center Operations : Oversee call center operations, including inbound and outbound call handling, call routing, call escalation procedures, and email. o Monitor call queues and agent availability to ensure timely response to customer inquiries and efficient call resolution. o Ensure email are responded within time and SLAs are met. o Implement best call center practices and standards to maintain high levels of service quality and customer satisfaction.

3. Customer Relationship Management : Serve as a point of contact for escalated customer inquiries and complaints, resolving issues in a timely and professional manner.

o Analyze customer feedback and trends to identify opportunities for service improvement and implement corrective actions as necessary.

4. Reporting and Analysis :

o Prepare and analyze call center performance reports, including call and email volume, response times, and customer satisfaction metrics.

o Communicate performance updates, and improvement initiatives to senior management and stakeholders.

Minimum of 3-4 years of experience in a BPO environment, with at least 2 years of experience in a supervisory or team leader role.

Multilingual with excellent communication skills (both written and oral) in English and Hindi.

• Strong leadership and management skills, with the ability to motivate and inspire team members.

Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders.

Proficiency in call center technologies and software, including call routing systems, CRM software, and call monitoring tools.

Knowledge of call center best practices and industry standards.

Strong problem-solving skills and the ability to handle complex issues with diplomacy and professionalism.