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Job Description

Title BPO Team Lead
Posting Date 22-08-2023
Location Hyderabad
Job Type Fulltime

About the Job:

Job Description:

  • 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.


Eligibility Criteria: 

  • 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.

Required Skills:  Master's degree in Computer Science / Computer Engineering  Experience of Six months in using C# or Java required