BPO team lead

T
Team Andreal


BPO team lead
Team Andreal • Kolkata, West Bengal • via SimplyHired
20 hours ago
Full–time
Apply on SimplyHired
Job description
Role Summary

We are looking for a dynamic and experienced BPO Team Lead to oversee day-to-day operations, manage a team of agents, and ensure the delivery of high-quality customer service. The ideal candidate will be a proactive leader with excellent communication and problem-solving skills, adept at achieving team targets while maintaining a positive and motivating work environment.

Key Responsibilities
• Lead, mentor, and motivate a team of BPO agents to achieve performance goals and KPIs.
• Track individual and team performance, providing constructive feedback and guidance to improve efficiency and quality.
• Conduct training sessions, skill enhancement programs, and onboarding for new hires.
• Act as the primary point of contact for client escalations, updates, and performance reviews.
• Identify process gaps and suggest strategies for improving workflows and customer satisfaction.
• Prepare and present daily, weekly, and monthly performance reports to stakeholders.
• Address and resolve team conflicts, customer complaints, and operational issues promptly.
• Ensure adherence to company policies, industry regulations, and quality standards.

Skills and Qualifications
• Bachelor's degree or equivalent experience in business administration, communication, or a related field.
• Proven experience in a leadership role within the BPO or customer service industry.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficient in MS Office and CRM tools.
• Ability to work under pressure and meet deadlines.
• Strong interpersonal and leadership skills.
• Certification in customer service, leadership, or process management is a plus.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:
• Cell phone reimbursement
• Health insurance
• Paid sick time
• Provident Fund

Schedule:
• Day shift

Supplemental Pay:
• Performance bonus
• Yearly bonus

Experience:
• total work: 8 years (Required)

Work Location: In person