|BPO Team Lead
About the Job:
Lead and manage a team of customer service representatives in a BPO environment.
Set clear performance goals and expectations for the team, and provide regular feedback and coaching to drive performance improvement.
Monitor and evaluate team members performance, providing constructive feedback and implementing corrective actions when necessary.
Develop and maintain a deep understanding of the products, services, and processes to effectively assist team members and resolve complex customer issues.
Collaborate with other departments to streamline processes, identify areas for improvement, and implement best practices to enhance the overall customer experience.
Handle escalated customer inquiries and complaints, demonstrating exceptional problem-solving skills and a customer-centric approach.
Create and maintain reports on team performance metrics, analyzing trends and identifying opportunities for enhancement.
Conduct regular team meetings to communicate updates, and changes in processes, and provide training as needed.
Ensure compliance with company policies, procedures, and quality standards.
Foster a positive team culture by promoting teamwork, open communication, and professional development.
Technical Skills Required:
Proficiency in using customer relationship management (CRM) software and other relevant tools.
Other Skills Required:
Excellent verbal and written communication skills.
Strong interpersonal and leadership abilities.
Ability to effectively manage time, prioritize tasks, and meet deadlines.
Problem-solving mindset with the ability to handle challenging customer situations with professionalism and empathy.
Knowledge of performance metrics and reporting.
Flexibility to work in a fast-paced, dynamic environment.
Bachelors degree in Business Administration, Communication, or a related field (preferred).
Proven experience in a BPO environment, with a minimum of 2 years of experience in a supervisory or team lead role.