Team Leader - Business Support Team Job in
- Kpr sugar apperals
- 4 to 8 Yrs
- All India
- 11 months ago
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Job Description
- Job Summary We are seeking an experienced Team Leader with 8+ years of total experience and at least 4 years of leadership experience in an International or Domestic BPO. The candidate will manage a team of 20 executives who handle inbound and outbound communications for pre-purchase and post-purchase support, schedule free video consultations, and manage customer interactions via chat and social media. The ideal candidate will possess strong leadership, manpower planning, and process management skills to ensure smooth operations and deliver exceptional customer experiences. Key Responsibilities Team Leadership & Management Manage and mentor a team of 20 business support executives to achieve business goals. Plan manpower requirements, create schedules, and ensure SLA and KPI adherence. Conduct regular performance evaluations, training sessions, and team meetings. Inbound Support Supervise calls to address pre-purchase queries, provide product guidance, and handle post-purchase concerns such as medication usage and adverse effects. Outbound Support Oversee outbound calls to schedule free video consultations after customers complete necessary forms. Ensure accurate collection of lifestyle information and seamless coordination with doctors. Chat and Social Media Management Monitor responses to customer queries via chat and social media comments, ensuring timely and professional communication. Resolve escalations promptly to maintain a positive brand reputation. Performance Tracking & Optimization Track and analyze team performance metrics such as response times, issue resolution rates, and customer satisfaction. Identify areas for process improvement and implement changes to enhance operational efficiency and customer experience. Collaboration & Reporting Collaborate with internal departments to align customer support processes with overall business goals. Provide detailed performance reports and insights to senior management. Qualifications and Skills Experience: Minimum 8+ years of total experience, with 4+ years as a Team Leader in a Domestic or International BPO (on paper). Leadership Skills: Proven track record of managing and motivating teams to meet and exceed targets. Technical Skills: Proficient in CRM tools, call center operations, and KPI/SLA management. Soft Skills: Exceptional communication, problem-solving, and interpersonal skills. Preferred: Experience in customer support within the healthcare, pharmaceutical, or wellness industries. What We Offer Competitive salary and benefits package. Opportunity to work with a fast-growing D2C wellness company. Professional growth in a dynamic and collaborative environment. How to Apply If you are ready to lead a high-performing team and meet the qualifications, email your updated resume to hidden_email with the subject line "Application for Team Leader - Business Support Team." Note: Only candidates with on-paper Team Leader experience in BPOs will be considered. Job Types: Full-time, Permanent Benefits: Provident Fund Schedule: Day shift Rotational shift Weekend availability Ability to commute/relocate: Andheri West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred) Experience: total work: 5 years (Required) BPO: 5 years (Preferred) Shift availability: Day Shift (Preferred) Willingness to travel: 25% (Preferred) Work Location: In person Expected Start Date: 03/03/2025,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Service (Domestic)Functional Area: Not SpecifiedRole/Responsibilies: Team Leader - Business Support Team Job inContact Details:
Company: FollicularLocation(s): All India+ View Contact
Keyskills: Team Leadership Manpower Planning Process Management Social Media Management Optimization Collaboration Reporting Call Center Operations Communication Skills Interpersonal Skills
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