Job Title: BPO Team Lead Location: Bangalore, India Experience: Minimum 2 years overall, with at least 6 months of experience in team handling and escalation management. Job Type: Full-time About Us: We are a leading Business Process Outsourcing (BPO) company that specializes in delivering high-quality services to clients across various industries. We are committed to providing exceptional customer experiences through innovative solutions and a dedicated team. Job Description: As a BPO Team Lead, you will play a key role in managing and leading a team of customer service representatives. The ideal candidate will have a minimum of 2 years of experience in the BPO industry, with at least 6 months of proven success in team management and escalation handling. Responsibilities: Team Leadership: Lead and motivate a team of customer service representatives to achieve performance targets. Conduct regular team meetings, performance reviews, and coaching sessions. Foster 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 teams 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. Requirements Qualifications: Minimum 2 years of experience in the BPO industry. At least 6 months of experience in team management and escalation handling. Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proven track record of meeting and exceeding performance targets. Knowledge of BPO industry best practices. Bachelors degree in a relevant field is preferred. Must be fluent in English and Kannada. BenefitsSALARY : Upto 35k in hand + pf & ESI + Incentives Day Shift
