Team Leader - BPO

Responsible for overseeing customer service associates who respond to customer inquiries via Chat or Inbound/Outbound calls. Team leaders must ensure that employees know how to respond to what is being asked, and do so in a manner that puts the company & client brand in good light. Team leaders are required to spend a good deal of time on their feet as they move around to assist and monitor staff members.

Team Leader Duties and Responsibilities

1 Handling Daily Operations

Team leaders are hands-on leaders. They must ensure correct procedures are followed and routinely give directions & feedback to their staff on what to do and how to improve. He should have an experience in email and blended process.

2. Motivating

Responding to customer concerns can be challenging or monotonous at times. Team leaders must encourage their teams to take their positions seriously and work hard to build a loyal customer base. They must set goals for them to achieve as a way to spur performance and to measure effectiveness.

3. Hiring and Training Staff

With a firm grasp of what their company wants from its customer service team, team leaders may be responsible for recruiting, interviewing, and hiring candidates. They then get these new team members up to speed on duties and expectations.

4. Evaluating Performance

Team leaders must monitor how both their team and its individual employees are performing. They think of ways to increase productivity and customer satisfaction. Their observations must be documented in written reports submitted to higher management.

5. Seeking Feedback

Team leaders must constantly ask their staff for inputs on how to increase productivity and customer satisfaction, and implement improvement action plans using these inputs

Team Leader - Skills

Working to build knowledgeable, efficient teams requires outstanding leadership. Team leaders must be excellent communicators who can clearly direct others while maintaining their morale. Team leaders need the following skills:

Ø Bringing out the best in others to achieve maximum performance

Ø Following through on inquiries and projects to ensure completion

Ø Managing the performance of others seriously but tactfully

Ø Exhibiting patience in order to appease the most difficult clients

Ø Committing to exceptional customer service

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

Ø High emotional intelligence

Ø Creative & resourceful

Ø Ability to handle surprises

Team Leader – Minimum requirements

1. Minimum of 2 years of BPO experience, with 1 year in a supervisory role

2. Excellent verbal & written communication skills in English & Hindi

3. Good working knowledge of excel

4. Good presentation skills

5. Flexible to work in a Rotational Shift.

2.00-10.00 Years