Team Leader
Workis Solution
5-7 Yrs
Gurgaon
Not Disclosed By Recruiter
Bachelor Degree
customer service Bpo Leadership Team Management communication
Requirements:
- Should have good ability to work in a fast-paced and dynamic environment
- Understanding of US and UK customer service standards
- Should have good ability to motivate and inspire team members
- Proficiency in using CRM and customer support tools
- Should have strong problem-solving and decision-making abilities
- Flexibility to work in shifts and handle urgent situations
- Certification in leadership or management is a plus
- Should have excellent experience in a similar leadership role within a BPO setting
- Strong knowledge of BPO operations and best practices
- Should have good communication and interpersonal skills
- Should have solid organizational and time management skills
- Proven track record of meeting and exceeding targets
- Should have good understanding of performance evaluation and quality assurance processes
- Should have good ability to handle customer escalations effectively
- Should have ability to Manage shift schedules and staffing requirements
- Handle administrative tasks related to the team
- Monitor team performance and give coaching and feedback
- Ensure adherence to company policies and procedures
- Collaborate in recruitment and onboarding processes
- Contribute to a positive and collaborative work environment
- Evolve and implement strategies to meet and exceed performance targets
- Ensure compliance with regulatory requirements
- Descern training needs and conduct training sessions
- Build performance reports and insights
- Handle customer escalations and provide resolutions
- Collaborate with other departments to improve processes and customer experience
- Conduct regular team meetings and performance appraisals
- Keep updated with industry trends and best practices
- Lead and manage a team of customer service representatives