Job Title

Summary:- The Team Lead in the BPO sector plays a crucial role in managing and leading a team of customer service representatives or other specialized roles within the outsourcing environment.- The primary responsibilities include overseeing daily operations, ensuring team productivity and efficiency, and maintaining high-quality service delivery to clients. Responsibilities: Team Management: - Lead and supervise a team of BPO professionals, providing guidance, support, and coaching. - Foster a positive and collaborative team culture that encourages continuous improvement and professional development. - Conduct regular team meetings to discuss goals, address concerns, and disseminate important information. Performance Monitoring and Evaluation: - Monitor individual and team performance against established KPIs (Key Performance Indicators). - Implement performance improvement plans as needed and recognize and reward high-performing team members. - Conduct regular performance reviews and provide constructive feedback to team members. Client Interaction: - Serve as the main point of contact for clients regarding day-to-day operations and issue resolution. - Collaborate with clients to understand their expectations, gather feedback, and ensure service levels meet or exceed expectations. - Maintain strong client relationships and act as a liaison between the team and the client. Process Improvement: - Identify opportunities for process improvement and implement efficient workflows to enhance overall team productivity. - Work closely with the operations and quality assurance teams to ensure compliance with client requirements and industry standards. - Troubleshooting of contact center software, devices and connectivity problems. Training and Development: - Develop and implement training programs to enhance the skills and knowledge of team members. - Provide ongoing training and support to address skill gaps and keep the team updated on industry trends and best practices. Reporting and Documentation: - Generate and analyze performance reports to track team and individual performance. - Maintain accurate and up-to-date documentation related to team activities, client interactions, and process improvements. Qualifications and Skills: - Bachelor's degree in management (Preferred Master's degree). - Fluency in Advance English (C2-Proficient) and Hindi Language. - Proven experience in a BPO environment, with a minimum of 2+ years in a leadership or supervisory role. - Knowledge of customer service best practices. - Strong interpersonal and communication skills. - Excellent problem-solving abilities and the ability to make informed decisions under pressure. - Proficient in using BPO tools and technologies. - Familiarity with relevant industry regulations and compliance standards. - Capabilities to handle projects related to contact center operations such as implementing new software, process improvements or system updates. (ref:)