BPO team leader

• 1 to 3 years of experience in a similar BPO Team Leader role
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Ability to handle and resolve customer complaints and escalations
• Knowledge of BPO operations and customer service management
• Proficient in using CRM software and other relevant tools
• Problem-solving and decision-making abilities
• Strong organizational and time management skills
• Ability to work in a fast-paced and dynamic environment
• Bachelor's degree in any field

• Manage and lead a team of BPO executives to deliver high-quality customer service and achieve performance targets
• Train and mentor new team members on product knowledge, communication skills, and service delivery
• Monitor and evaluate team performance, provide regular feedback, and implement improvement techniques
• Handle escalated customer queries and complaints, ensuring timely resolutions
• Identify training needs and coordinate with the training department to upskill team members
• Assist in developing and implementing process improvements to enhance overall team efficiency and productivity
• Prepare and present performance reports to senior management, highlighting key achievements and areas for improvement
• Ensure adherence to company policies, procedures, and industry regulations
• Stay updated with industry trends and best practices in customer service management

Expertia AI Technologies