Job Overview

We are seeking a BPO Team Leader to join our team. This role requires Junior candidates with 1 to 3 years of experience in managing a BPO team. The job is located in Gurgaon, Haryana, India and it offers Full-Time employment.

Qualifications and Skills

• 1-3 years of experience in a BPO team leader or similar role
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Ability to effectively handle escalations and customer complaints
• Proficient in using BPO software and tools
• Analytical and problem-solving abilities
• Ability to work under pressure and meet tight deadlines
• Good knowledge of industry trends and best practices
• Experience in recruitment and onboarding is preferred
• Bachelor's degree in any field

Roles and Responsibilities

• Supervise and manage a team of BPO agents to achieve performance targets
• Monitor team performance and provide regular feedback and coaching
• Ensure adherence to quality standards and performance metrics
• Coordinate with other teams to optimize workflow and resolve issues
• Handle escalations and customer complaints in a professional manner
• Identify training needs and provide necessary training to team members
• Prepare and analyze reports on team performance and KPIs
• Stay updated with industry trends and best practices in BPO operations
• Assist in recruitment and onboarding of new team members
• Contribute to process improvement initiatives