VentureSathi - Team Lead - BPO

Venturesathi


Date: 20 hours ago
City: Raurkela, Odisha
Contract type: Full time
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:iimjobs.com)

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Sales Manager-Cross Sell (Personal Loan)

IDFC FIRST Bank, Raurkela, Odisha
3 weeks ago
Job RequirementsJob Title: Sales Manager-Cross Sell (Personal Loan)Company Name: IDFC FIRST BankDepartment: Retail Banking > Personal Loan > Sales > Cross SellKey ResponsibilitiesDevelop and implement strategies to increase cross-selling of personal loans to existing customersBuild and maintain relationships with customers to understand their financial needs and offer suitable personal loan productsMeet and exceed sales targets set by the bankCollaborate with...