BPO Team Leader
Published date: 2024/01/10
- Location: Bengaluru, Karnataka, India
About:
The BPO Team Leader is responsible for ensuring customer satisfaction by providing satisfactory responses to customer interactions. They will manage customer interactions through chat (inbound) and outbound voice contact using their team for various services.
Job Title: Team Leader
Job Grade: Band 4
Location/Process: Altice, Operations
Reporting to: Assistant Manager
Reported by: Agents
Key Responsibilities:
• Ensure customer delight by providing satisfactory responses to customer interactions.
• Manage customer interactions through chat (inbound) and outbound voice contact using the team.
• Create an inspiring team environment.
• Develop more effective work processes to improve customer interactions.
• Constantly monitor and review performance metrics to achieve objectives.
• Interface with the respective work center for complaint resolution.
• Track and ensure closure of complaints.
• Effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents and ensure effective implementation.
• Manage shift operations effectively.
• Interface with IT/HR/Training/Quality departments.
• Collate data and generate MIS reports.
Standards for Measuring Success:
Customer satisfaction survey.
Meet service level.
Monthly call analysis.
Quantitative and qualitative metrics.
Number of issues resolved within the standard time.
Agent's productivity.
Other key management attributes and Key Performance Indicators (KPIs) as agreed.
Tools & Resources Required:
Standard office and computer equipment.
Environmental Attributes:
• Busy, frequently noisy, and stressful environment.
• Frequent interruptions and potentially upset clients.
Job Specification: ASK Framework:
Attitude:
• Positive attitude.
• Customer-centric approach.
• Fast-paced and prompt.
• Achievement-oriented.
• Energetic and enthusiastic.
• Dressing appropriately.
Required Skills:
• Strong spoken communication skills.
• Proficiency in the English language.
• Proficient in Microsoft Windows and Mac OS.
• Probing skills.
• Analytical skills.
• Influencing skills.
• Interpersonal skills.
• Leadership qualities.
• Problem-solving skills.
• Counseling skills.
Experience in the International BPO Sector.
Knowledge:
Qualification: Graduate, preferably.
Experience: Minimum of 2 years as a Team Leader (preferably in the Telecom domain or Contact Centre experiences).
Age Group:
The incumbent should be in the age group of 25-45 years.
4.00-7.00 Years
The BPO Team Leader is responsible for ensuring customer satisfaction by providing satisfactory responses to customer interactions. They will manage customer interactions through chat (inbound) and outbound voice contact using their team for various services.
Job Title: Team Leader
Job Grade: Band 4
Location/Process: Altice, Operations
Reporting to: Assistant Manager
Reported by: Agents
Key Responsibilities:
• Ensure customer delight by providing satisfactory responses to customer interactions.
• Manage customer interactions through chat (inbound) and outbound voice contact using the team.
• Create an inspiring team environment.
• Develop more effective work processes to improve customer interactions.
• Constantly monitor and review performance metrics to achieve objectives.
• Interface with the respective work center for complaint resolution.
• Track and ensure closure of complaints.
• Effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents and ensure effective implementation.
• Manage shift operations effectively.
• Interface with IT/HR/Training/Quality departments.
• Collate data and generate MIS reports.
Standards for Measuring Success:
Customer satisfaction survey.
Meet service level.
Monthly call analysis.
Quantitative and qualitative metrics.
Number of issues resolved within the standard time.
Agent's productivity.
Other key management attributes and Key Performance Indicators (KPIs) as agreed.
Tools & Resources Required:
Standard office and computer equipment.
Environmental Attributes:
• Busy, frequently noisy, and stressful environment.
• Frequent interruptions and potentially upset clients.
Job Specification: ASK Framework:
Attitude:
• Positive attitude.
• Customer-centric approach.
• Fast-paced and prompt.
• Achievement-oriented.
• Energetic and enthusiastic.
• Dressing appropriately.
Required Skills:
• Strong spoken communication skills.
• Proficiency in the English language.
• Proficient in Microsoft Windows and Mac OS.
• Probing skills.
• Analytical skills.
• Influencing skills.
• Interpersonal skills.
• Leadership qualities.
• Problem-solving skills.
• Counseling skills.
Experience in the International BPO Sector.
Knowledge:
Qualification: Graduate, preferably.
Experience: Minimum of 2 years as a Team Leader (preferably in the Telecom domain or Contact Centre experiences).
Age Group:
The incumbent should be in the age group of 25-45 years.
4.00-7.00 Years
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