Team Leader - Inbound Voice Process and Non @ Square BPO Services

Job Description

Key Responsibilities:

Team Management:

• Lead and supervise a team of customer service representatives, ensuring they
• are well-trained, motivated, and equipped to handle inbound calls effectively.

Performance Monitoring:

• Monitor and evaluate the performance of team members, providing
• regular feedback, coaching, and support to help them achieve individual and team targets.
• Quality Assurance: Ensure that team members adhere to company policies, procedures, and quality
• standards in their interactions with customers. Conduct regular call monitoring and provide
• constructive feedback to enhance service quality.

Operational Efficiency:

• Continuously improve operational processes to maximize efficiency and
• productivity. Identify and implement strategies to streamline workflows and reduce call handling
• times while maintaining service quality.

Escalation Handling:

• Assist team members in handling complex or escalated customer issues,
• providing guidance and ensuring timely resolution. Act as a point of contact for unresolved customer
• complaints or issues.

Training and Development:

• Ongoing training programs for existing team members. Identify skill gaps
• and recommend training initiatives to enhance team members' knowledge and skills.

Reporting and Analytics:

• Prepare and analyses performance reports, metrics, and key performance
• indicators (KPIs) to track team performance and identify areas for improvement. Present findings to
• management and suggest actionable insights.
• Team Collaboration: Foster a positive team environment, encouraging collaboration, knowledge
• sharing, and teamwork among team members. Promote a customer-centric culture and ensure a
• high level of customer satisfaction.

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Keyskills:   bpo operations team leading team management