Team Leader Voice and Non voice (Operations)
- Square BPO Services
- 1 to 6 Yrs
- Hyderabad
- 7 months ago
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Job Description
Role & 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 analyze 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. Preferred candidate profile :- Experience as Team leader in BPO
- Any Graduation is mandatory
- Flexibly for Rotational shifts
- Flexibly Rotational week off
- Need to have good Communication Skills
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Team Leader Voice and Non voice (Operations)
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Keyskills: attrition team handling shrinkage
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₹ 3.0 - 3.5 Lakh/Yr
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Square BPO Services
SQUARE BPO SERVICES PVT LTDSquare BPO Services Pvt Ltd a Staffing Company catering services to its Clients from 2012 We cater our services to all top MNC BPOs across the Country Healthcare, Telecom, Tech Support & Customer Services are our forte.
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