Job Overview

We are seeking a dynamic and experienced Team Leader to join our US BPO team for sales process. As a Team Leader, you will be responsible for leading and managing a team of BPO professionals to deliver exceptional customer service and achieve Sales Target. This is a full-time position based in Noida, Uttar Pradesh, India.

Qualifications and Skills

• Bachelor's degree in any field.
• Proven experience as a Team Leader in an US SALES PROCESS for a BPO.
• Strong knowledge of US BPO industry trends, processes, and best practices.
• Excellent leadership and people management skills.
• Ability to motivate and inspire team members to achieve targets and goals.
• Exceptional customer service skills with a focus on customer satisfaction.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong analytical and problem-solving abilities.
• Proficient in using MS Office tools and BPO software/systems.
• Ability to work in a fast-paced and dynamic environment.
• Certification in Six Sigma or Lean methodology is a plus.

Roles and Responsibilities

• Lead and manage a team of BPO professionals, including hiring, training, coaching, and performance management.
• Ensure the team meets and exceeds customer service targets and KPIs.
• Monitor team performance and provide regular feedback and coaching to enhance performance and productivity.
• Develop and implement strategies to improve overall team performance and operational efficiency.
• Identify training needs and coordinate training programs to enhance the skills and knowledge of team members.
• Collaborate with cross-functional teams to drive process improvements and implement best practices.
• Handle escalated customer issues and resolve them in a timely and satisfactory manner.
• Maintain a positive and collaborative work environment, fostering teamwork and employee engagement.
• Prepare and submit regular reports on team performance, metrics, and achievements to the management.
• Stay up-to-date with industry trends, best practices, and technology advancements in the BPO domain.