BPO Team Leader

Job Summary:

• Handle a team of 15-20 call center executives

• Daily/Weekly/Monthly reports to be prepared and maintained location wise for branch wise review

• Managing the performance of others

• Multitasking with ease to handle the needs of various reps at the same time

• Create an inspiring team environment with an open communication culture

• Set clear team goals, Motivate team members

• Oversee day-to-day operation

• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed

• Listen to team members feedback and resolve any issues or conflicts

• Recognize high performance and reward accomplishments

• Encourage creativity and risk-taking

• Develop a strategy the team will use to reach its goal

• Supports team manager and performs management duties when manager is absent or out of office

• Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

• Day to day attendance updating, Taking care of daily shrinkage, leaves, and preparing weekly roster based on the call forecasting

• Daily call audit by team leaders to improve the quality of service as per designed parameters and share the feedback with agents

• Taking escalation calls and follow up for closure, Out call to be done to customer for close loop and share the tracker on daily basis

Salary upto - 30,000 per month

Handsome Perks and Incentives

Languages known -

Hindi, English