The Role
Leads a team of customer service representatives, manages escalations, monitors KPIs, coaches employees, coordinates training, communicates with clients, and drives process improvements to improve service quality and customer satisfaction.
Summary Generated by Built In
Job Title: BPO Team Lead
Location: Gurgaon, India
Experience: Minimum 0.6 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 0.6 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.
Requirements
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Qualifications:
- Minimum 6 months 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 skill in English Hindi.
- Excellent problem-solving abilities.
- Proven track record of meeting and exceeding performance targets.
- Knowledge of BPO industry best practices.
- Bachelor's degree in a relevant field is preferred.
- Must be fluent in English and Hindi.
Benefits
SALARY: Upto 27K-30K in hand + PF & ESI + Incentives of up to 6k PM, based on Performance
Day Shift
Skills Required
- Minimum 6 months 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 skills in English and Hindi
- Excellent problem-solving abilities
- Proven track record of meeting and exceeding performance targets
- Knowledge of BPO industry best practices
- Bachelor's degree in a relevant field
- Fluency in English and Hindi
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The Company
What We Do
2COMS is an India-based recruitment and manpower consultancy that helps organizations meet workforce needs through leadership hiring, general and IT staffing, apprenticeship management, international recruitment, gig workforce solutions, payroll and compliance, and HR technology. The company serves employers across industries while connecting job seekers with domestic and global opportunities through technology-enabled, end-to-end workforce and talent-management services.
