BPO Team Leader Job Description
The BPO Team Leader will be responsible for overseeing the day-to-day operations of the customer service team. This includes managing the team's performance, handling escalated customer complaints, and implementing strategies to improve customer satisfaction. The Team Leader will also be responsible for coaching and training team members, monitoring team performance metrics, and providing regular reports to the management team.
Responsibilities
- Manage a team of customer service representatives, ensuring that they adhere to company policies and procedures
- Handle escalated customer complaints and work to resolve them quickly and effectively
- Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
- Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
- Coach and train team members to improve their skills and knowledge
- Conduct regular performance evaluations and provide feedback to team members
- Collaborate with cross-functional teams to develop and implement customer service initiatives
- Prepare and present regular reports on team performance to the management team
Qualifications
- Previous experience in a customer service or call center role
- Proven leadership and management skills
- Excellent communication and interpersonal skills
- Ability to handle difficult and escalated customer situations
- Strong problem-solving and decision-making abilities
- Ability to work in a fast-paced and dynamic environment
- Proficiency in MS Office and call center software
- Flexibility to work different shifts, including evenings and weekends
Skills
- Customer service
- Leadership
- Problem-solving
- Decision-making
- Communication
- Interpersonal skills
- Call center software
- Microsoft Office
- Time management
- Team management