Team Leader – Operations

Experience Required – 2 to 6 years

Qualification – Bachelor’s degree in a related field or equivalent work experience

Key Responsibilities:

  • Manage a team of customer service representatives to ensure that performance targets are met or exceeded
  • Monitor the quality of service provided by the team and provide coaching and feedback to improve performance
  • Analyze data and reports to identify areas for improvement and implement strategies to increase efficiency and productivity
  • Collaborate with other teams within the organization to improve processes and procedures
  • Develop and implement training programs for new hires and ongoing training for the team
  • Create a positive and motivating work environment for the team
  • Ensure compliance with company policies and procedures, as well as industry regulations
  • Handle escalations and resolve customer complaints as necessary
  • Maintain accurate records and prepare reports as needed

Requirements:

  • Minimum of 2 years of experience in a BPO environment, with at least 1 year of experience in a team leadership role
  • Excellent leadership and people management skills
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and handle multiple priorities
  • Experience with customer service software and CRM systems
  • Knowledge of industry regulations and compliance requirements
  • Flexibility to work in shifts as required