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Team Leader - Inbound Voice Process and Non Voice

1.00 to 5.00 Years   Hyderabad   24 Aug, 2023
Square BPO Services Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
Salary< Rs 50,000 - 2.5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

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.

Keyskills :
bpo operationsteam leading

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Team Leader - Inbound Voice Process and Non Voice Related Jobs

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