Company Overview

Liberating Solution is a sophisticated and agile web design and creative agency, providing professional website design, E-commerce and CMS systems, as well as branding and graphic design solutions for the private and public sector. With over 8 years of experience, our team of experts in web design and development delivers high-caliber solutions to exceed client expectations.

Job Overview

We are seeking a highly motivated and experienced Team Leader to join our international BPO team at Liberating Solution. As the Team Leader, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional customer service delivery. This is a full-time position based in Kolkata, West Bengal, India.

Qualifications and Skills

• Mid-Level: 4 to 6 years of experience in BPO industry, with at least 2 years in a leadership role for website campaign.
• Proven track record of successfully leading and managing teams to achieve targets and deliver outstanding customer service
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members
• Strong problem-solving and decision-making abilities
• Ability to work under pressure and handle challenging situations
• Proficiency in MS Office and customer service software
• Knowledge of BPO processes and best practices
• Flexibility to work in rotational shifts

Roles and Responsibilities

• Lead and supervise a team of web consultant , providing guidance, support, and coaching to ensure exceptional performance
• Monitor team performance and productivity levels, implementing strategies to achieve and exceed targets
• Manage and resolve customer escalations and complaints in a timely and satisfactory manner
• Develop and maintain effective working relationships with clients, ensuring their needs are met and exceeded
• Collaborate with internal teams to optimize processes and improve service delivery
• Provide regular updates and reports to senior management on team performance, KPIs, and client satisfaction
• Conduct regular performance evaluations and provide ongoing feedback and training to team members
• Stay up-to-date with industry trends and best practices to drive continuous improvement in customer service
• Ensure compliance with company policies, procedures, and quality standards